Citizen Charter
Biman Bangladesh Airlines Ltd
UK
STATION INFORMATION
LONDON CITY OFFICE
Address: 17 Conduit Street, London, W1S 2BJ
COUNTRY MANAGER FINANCE MANAGER
Mr. MD Harun Khan Mr. M M Arifur Rahman
Tel: +00 44 02076290161 (Country Manager) Tel: +00 440207629 0161
+00 44 02076290252 (Reservation) Mob: +00 44 02074957480
Mob: +00 44 07908117126 Email: lonab@bdbiman.com
Fax: +00 44 02076290736
Email: lonuu@bdbiman.com (Country Manager)
lonrsbg@btconnect.com (Reservation)
bimanlondon@btconnect.com (Country Manager's secretariat)
LONDON HEATHROW AIRPORT
Address: No. 5900D (5
th
Floor), North East Extension, Terminal-4, Heathrow Airport, London, TW6 3FB
STATION MANAGER OPERATION MANAGER
Mr. Kazi Zafar M Abdullah Mr. Zakir Hossain Shallim
Tel: +00 44 02087457550
Mob: +00 44 07949686823 Mob: +00 44 07855747502
Fax: +00 44 0208745 6390 Fax: +00 44 02087456390
CARGO, STORES & PURCHASE OFFICE
Address: UNIT-03, DNATA City, Northumberland Close, Stanwell, Middlesex,TW19 7LN
TEL: +00 44 01784 425044 (Cargo)
+00 44 01784 425045 (Stores & Purchase)
FAX: +00 44 01784 250619
Email: bimancar[email protected]m (Cargo)
biman_purchase[email protected] (Stores & Purchase)
MANCHESTER OFFICE
St. James Building, Suite- Block FB, Fourth Floor, 61/95 Oxford Street, Manchester, M1 6EG
DISTRICT MANAGER
Mr. Debabrota Mallick
Tel: +00 44 0121 228 2636
Mob: +00 44 07538626645
Email: manuu@bdbiman.com
BIMAN BANGLADESH AIRLINES LTD, UK APPROVED PASSENGERS SALES AGENTS
1. AEROLEX TRAVELS
31 Princelet St, Spitalfields, London E1 5LP
Tel: +44 0207 375 1302, Email: info@aerolex.co.uk
2. AEROSPACE TRAVEL AGENTS LTD
63-65 Princelet St, Spitalfields, London E1 5LP,
Tel: +44 020 7377 5767 , Email: info@aerospacetravel.co.uk
3. AL-AMIN TRAVELS
66 Hanbury St, Spitalfields, London E1 5JL,
Tel: +44 020 7375 2669, Email: alamintrvl@yahoo.co.uk
4. BMT GLOBAL LINK LIMITED
166 Cannon St Rd, Whitechapel, London E1 2LH
Tel: +44 020 7702 8810, Email: info@bmtuk.com
5. CITY VACATION
372-374 Cranbrook Rd, Ilford IG2 6HW,
Tel: +44 020 8518 1010 Email: sales@cityvacations.co.uk
6. HILLSIDE TRAVELS
3, 388 Green St, Upton Park, London E13 9AP
Tel: +44 020 8552 2033, Email: sales@hillsidetravels.com
7. HUSSAIN TRAVEL LTD
157 Cannon St Rd, Whitechapel, London E1 2LX
Tel: +44 020 7480 7192, +44 0207 488 4783, Email: hussaintvl@btclick.com
8. IMRAN TRAVEL
273A Whitechapel Rd, Shadwell, London E1 1BY
Tel: +44 020 7375 0800, Email: info@imrantravels.co.uk
9. KUSHIARA TRAVELS
319 Commercial Rd, Shadwell, London E1 2PS,
10. MILFA TRAVEL
2A Old Montague St, Shadwell, London E1 5NG,
11. SAM TRAVEL & TOURS
714 Romford Rd, Manor Park, London E12 6BT
Tel: +44 020 3515 1933, Email: khaled@samtravel.co.uk
12. PRIME EXPRESS TRAVEL
Chadderton Way, Oldham OL1 2EF,
Tel: +44 0161 620 8000, Email: nurul@primeexpressuk.com
13. SURMA TRAVELS UK LTD
1st floor, 61-63, Brick Lane, London, E1 6QL,
Tel: +44 020 7247 3977, Email: info@surmatravels.com
14. SAMAD OVERSEAS SERVICE
13 Waldeck Rd, Luton LU1 1HG,
Tel: +44 01582 876122, Email: info@samadoverseas.co.uk
15. SYLHET TRAVEL SERVICES LTD
249 Wilmslow Road, Manchester, M145LW,
Tel: +44 0161 256 4040, Email: sales@sylhettravel.com
16. SONAR BANGLA TRAVELS LTD
87 Green St, Forest Gate, London E7 8JF
Tel: +44 020 84705566 , +44 07980641079 Email: sonarbanglatravels@yahoo.co.uk
17. TRAVEL LINK WORLDWIDE LTD
33 Princelet St, Spitalfields, London E1 5LP
Tel: +44 0207 375 1661, E-mail: sales@travellink.co.uk
18. BRIGHTSUN TRAVEL
14 Hanworth Road, Hounslow, Middlesex, TN3 1UA
Tel: +44 0208 819 1111, +44 08721155215 Email: info@brightsun.co.uk
19. CARLSON WAGONLIT TRAVEL
Global House, A2A Bath Road, Longford, UB7 0EB
Tel: +44 0203 353 1566 Email: cbetts@carlsonwagonlit.co.uk
BIMAN BANGLADESH AIRLINES LTD, UK APPROVED CARGO AGENTS
1. ULTIMATE WORLD
27 LONGBRIDGE ROAD, ESSEX IG11 8TN Tel: +44 0203 609 3822 E-mail: sales@ultimateworld.co.uk
2. EAST END LOGISTICS
116 Mile End Rd, Stepney Green, London E1 Tel: +44 020 77027005, Email: sales@eastendlogistics.com
3. R&K CARGO AND TRAVELS
64 Nelson Street, London E1 2DY Tel : +44 020 72052223 E-mail: atique57@gmail.com
4. UK CARGO
328 Bethnal Green Road, London E2 0AG Tel : +44 020 77295558 Email: info@ukcargoservice.co.uk
5. MOBILINK CARGO UK LTD
15 Goodmayes Road, Ilford IG3 9UH Tel : +44 020 38657366 Email: info@mobilinkcargo.co.uk,
6. SHAJALAL GROUP
231 East India Dock Rd, Poplar, London E14 0EG Tel : +44 020 7537 1419 Email: shahjalalmone[email protected]
7. E ONE CARGO
15 Umberston St, Whitechapel, London, E1 1PY, Tel : +44 0207 4880544 Email: sufian205@gmail.com
8. JMG CARGO
8 Fordham Street, London E1 1HS Tel: +44 020 7247 7770 email: info@jmgcargo.com
9. MODERN FREIGHT SERVICES
172 Franciscan Rd, Tooting, London Tel: +44 02087673990 email: info@modernfreight.co.uk
10. DIGICOM TRAVEL & CARGO LTD
11. DOOR 2 DOOR CARGO SERVICE
12. GENERAL CARGO
1B Fourth Ave, Romford Rd, Manor Park, London E12 Tel: +44 020 7993 6755 Email: [email protected].uk
13. SHUPTI UK LTD
107 Windrush Drive, Leicester, LE2 4GL, Tel: +44 0748788385 Email: shuptiukltd@yahoo.com
14. CARGO WAREHOUSE
124 Upton Lane, Forest Gate, London E7 9LW Tel: 0207 426 2020 Email: sales@cargowarehouse.co.uk
BIMAN BANGLADESH AIRLINES LTD, UK STATION CITIZEN CHARTER
Vision:
To serve international standard service as a commercial airline.
Mission:
Safe air travel and secure cargo transport along with quality service.
To assist head office guidelines through expansion of route and above all profit
maximization of Biman through increased revenue earning.
CITIZEN CHARTER (Purchase of Ticket and Travel related information)
SL
Name of Service
Maximum Service
time period
Required Documentations
Cost of Service and Payment process
(Cash or bank transfer)
Designated Office
01
Reservation & Ticketing
Instant
Passport, Visa, Biometric
Residence Permit etc.
Price will vary as per availability of
seat.
London office, Address:
17 Conduit Street,
London, W1S 2BJ. Tel:
0207 629 0252, Email:
lonrsbg@btconnect.co
m;
lonuu@bdbiman.com
Manchester office,
Address: St. James
Building, Suite- Block
FB, Fourth Floor, 61/95
Oxford Street,
Manchester, M1 6EG,
Tel; 0121 228 2636,
Email:
manuu@bdbiman.com
02
Rebooking/ Date Change
Instant
Passport, Visa, Biometric
Residence Permit etc.
Before 72 hours: £40.00, within 72 hours &
after noshow £120.00 ( changeable).
03
Cancellation of confirmed
booking and Refund
Agents - 15 Days
Own Office- 7 working
days
Application with bank account
details and passport copy.
Before 72 hours: £105.00, within 72 hours &
after noshow £200.00 ( changeable).
04
Seat Pre-assignment
Instant
Ticket
No cost
05
VIP/CIP Service
Instant
As per entitlement
No cost
06
Wheelchair Service
Instant
Ticket & prescribed medical
certificate if sick/patient .
No cost
07
Stretcher Service
03 working days,
subject to confirmation
from Engineering Dept
and completed
prescribed medical
form/payment. Allowed
only in economy class.
Ticket, Visa and air travel fitness
certificate from attending GP
and Biman’s prescribed medical
form duly filled up by attending
GP, counter signed by Biman
booking office.
Stretcher fare will be applicable.
08
Unaccompanied minor
Instant, For aged 5-11
years
Passport, visa for UM
along with sender’s & receiver’s
photo ID/contact details and
signed indemnity forms.
Adult fare will be applicable.
09
Expectant mother
Instant
Ticket, passport & 11-12 hours’
air travel fitness certificate
from attending GP mentioning
pregnancy weeks not exceeding
32 weeks.
No cost
10
Excess baggage sale/EMD
Instant
Confirmed booking & Ticket.
At the rate of £8 per kg (changeable).
11
Ticketing of web sales
Including rebooking/date
change
Instant
Confirmed booking
Penalty fee applicable as mentioned in sl. no-2
above (changeable) .
12
Upgradation &Ticketing of
frequent travel
Instant upon advise
from concern
Confirmed booking,
ticket,passport,visa etc.
No service cost but to collect tax difference if
any.
passengers(loyalty members)
department
13
Direct passenger handling at
counter & over telephone
Instant
Passport, visa ,ticket etc.
No cost
14
Customer service (Agents)
Instant
Existing booking, ticket etc.
No cost
15
Assistance to Airport office
Instant
Existing booking, ticket etc.
Issuing direct reporting passengers’ ticket,
rebooking of miscon passenger on OAL services.
CITIZEN CHARTER (AIRPORT SERVICE)
SL
Name of Service
Maximum Service time
period
Required Documentations
Cost of Service and Payment process
Designated Office
01
Passenger Check-in
Starts before 04 hours
and closes before 60
minutes prior
departure. Boarding
gate will be closed
before 20 minutes
prior departure
Ticket, Passport, Visa, Biometric
Residence Permit, CC
verification in case of CC paid
tickets.
No cost.
Biman Bangladesh Airlines
Ltd, UK, London Heathrow
Office: No. 5900D (5
th
Floor), North East
Extension, Terminal-4,
Heathrow Airport, London,
TW6 3FB.
Tel; 0208 745 7550,
Mobile: 07949686823
Email:lhrkk@bdbiman.com
02
Excess Baggage rate
Above timing
Confirmed booking, ticket etc.
£8.00 per kg. up to 15 kg- £80.00, up to 20 kg
- £95.00 and up to 25 kg - £110.00
(changeable).
03
Wheel-chair / PRM
Generally to be booked
before 24 hours prior
departure
Confirmed booking, ticket etc.
No cost except DAC bound passengers with
USD 10.00 (changeable).
04
Stretcher patient check-in
Before 03 hours prior
departure
Confirmed booking, passport,
ticket and filled up prescribed
medical form by attending GP
along with undertaking.
Stretcher fare applicable.
05
VIP/ CIP Service
Above timing
As per entitlement
No cost
06
Baggage service (Departure)
Above timing-
Total 40 kg & 50 kg in
economy & business
classes respectively
Ticket, Passport, Visa etc.
No cost
07
Baggage Service (Arrival)
Baggage tag, Ticket, Passport
etc.
No cost
08
Lost Baggage claim handling
Passenger will report
to Lost & Found section
of DNATA and
PIR will be issued if
baggage not found
before leaving the
customs area
Ticket, baggage tag,Passport
etc. before leaving the customs
area
No cost
08
Transit Passengers
Instant
Onward confirmed ticket,
Passport, Visa etc.
No cost
09
Lay over of miscon , long
delay passenger
At misconnection/delay
departure time. Hotel &
transport provided.
Ticket, Passport, Visa etc.
No cost
CITIZEN CHARTER (CARGO IMPORT AND EXPORT)
SL
Name of Service
Maximum Service
time period
Required Documentations
Cost of Service and Payment process
Designated Office
01
Cargo (Import)
Variable
Air way Bill (AWB)
Inbound Cargo is dealt by Biman
Cargo handling agent DNATA. Cost to
GHA is variable.
Biman Bangladesh Airlines Ltd, UK
cargo office at UNIT-03, DNATA
City (Heathrow) ,
Northumberland Close, Stanwell,
Middlesex,TW19 7LN.
Tel: 01784 425044
Email:[email protected];
02
Cargo (Export)
Variable
Requirements from
respective Cargo Sales
Agent
Cargo Sales Agents are liable for cargo
export. The rate is variable.
03
Human remain carriage
Instant when ready
by funeral house
Requirements from
respective Cargo Sales
Agent
50% of applicable IATA rate
(changeable).
