Frequently Asked Questions (FAQ)

 

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  • Female - one (1) blazer; one (1) skirt; two (2) trousers; two (2) solid & two (2) open neck broadcloth blouses; one (1) jewel neck cardigan; one (1) jewel neck shell; one (1) belt; one (1) sheath dress; two (2) Atlas & two (2) SonAir scarves; two (2) Atlas & two (2) SonAir aprons; one (1) hat; and one (1) single-breasted trench coat
  • Male - one (1) blazer; two (2) trousers; four (4) broadcloth shirts ((2) in each color); two (2) Atlas & two (2) SonAir neckties; one (1) pullover vest; one (1) V-neck pullover; one (1) belt; two (2) Atlas & two (2) SonAir aprons; and one (1) single-breasted trench coat

 

What is the yearly replacement allowance for Flight Crews?
$350 annually on your anniversary date after one full year of active service.

 

How do I know what sizes to order?
It is strongly recommended that you go to a Men's Wearhouse to be properly measured for your uniform. Please contact your Uniform Administrator for an Atlas Air Fit Card that you can take with you to the fitting if you do not have one from the original e-mail to crew members.

 

How will the uniform be fitted?
Basic alterations are included, such as sleeve length adjustments, hemming of skirts/pants, etc. If there is an error in your alterations, you may take it to a Men's Wearhouse location for correction. The Atlas Air Acct. is #914-701-8000. If the piece needs to be replaced; they can also assist in the facilitation of this through Twin Hill.

 

What form of payment will I use? Am I allowed to purchase additional uniform pieces once I've used my allowance?
You should place your order against the uniform allowance that is pre-loaded onto your profile. For optional items, or additional items beyond the initial allotments, you will be prompted to enter a personal credit card for payment when the order is placed.

 

If I do not need uniform items in a given year, may I utilize my allowance to purchase "Optional Pieces" offered on the website?
The yearly allowance should be used to refresh your uniform based on replacement of your most worn pieces. Allowances do not carry over year to year, and may not be used to purchase additional or replacement pieces of luggage.

 

How long will it take for my order to arrive?
Your order should be delivered in 7-10 business days from the date the order is placed. Orders with alterations may take up to fourteen (14) days.

 

How will my order be shipped?
Uniform orders will be shipped via FedEx Ground to the address on file within the U.S. Outside of the U.S., arrangements will need to be made with the Uniform Administrator. Uniform orders will be shipped directly to the base and can be picked up there.

 

How will I know if an item is on back order?
When an item is selected on the order screen, it will show whether or not it is currently in stock. If an item is on "Back Order", an expected delivery date will be listed on the website.

 

How can I go about placing an urgent uniform order if I am on the road and/or my luggage is lost?
You will need to contact your uniform administrator for assistance with urgent orders.

 

Who is the Uniform Administrator for Flight Crews?
Primary Uniform Administrator for flight attendants is Shayla Francis

 

What is the process for a return or exchange?
If a garment has been altered in any way, including a hem, it cannot be returned for exchange or credit.
  • Garments embroidered with a logo/wings cannot be returned for exchange or credit, except under the following conditions:
    • New Garment - if your new garment(s) has a manufacturer defect, such as missing buttons, broken zippers or other faulty construction, Twin Hill will exchange the garment as long as it has not been worn, laundered, dry-cleaned, or altered.
    • Worn Garment - if your worn garment(s) has a manufacturer defect, such as missing buttons, broken zippers or other faulty construction, Twin Hill will exchange the garment with manufacturer's defect within 90 days of receipt.
  • The reverse side of all packing slips is printed with a Return & Exchange (if applicable) Form. Please follow the instructions on the form, and return your garments to the Twin Hill Distribution Center for processing. We recommend that you use a return carrier that provides tracking information and guaranteed delivery, such as UPS or FedEx. Items that have been worn, altered, laundered, or dry-cleaned will not be accepted for return unless defective. All acceptable garments returned will be processed for credit or exchange as indicated on the form.

 

Is there a Customer Support telephone number available to answer questions related to my order?
Yes. The Atlas Air/Twin Hill dedicated Customer Service Number is (888) 206-0699. Outside of normal operating hours, you can also contact Customer Service via e-mail by using the "Contact Us" option from the website, and completing the form.

 

Are you interested in discounts for clothes?
Don't miss out on the discounts offered to you from Men's Wearhouse and their affiliates! Be certain to click on the discount coupon on the home uniform screen. Take advantage of this benefit for you!

 

Who do I contact to reset my password?
You can contact your Customer Service number and any team member can assist with the reset.

 

Still have questions or need help?

Contact Customer Service via email by using the CONTACT US tab on the home page or call 1-888-206-0699

Thank you for your valued business. We hope these FREQUENTLY ASKED QUESTIONS have been helpful.