Legal Information

In the event of a flight delay attributable to the airline

To obtain the services mentioned below, affected passengers must go to the airline check-in desks at the airport where the delay occurred, so that our team can register them and inform them about the applicable procedures and/or services.

After a flight delay has been reported, if it is one hour, affected passengers can make phone calls using the airline staff's cell phones or the landline available at the service desks and at the airline's office inside the airport. They will also have access to the email.

For delays of one to two hours compared to the departure time, passengers will have the option of making phone calls and accessing email. Food and beverages will also be available upon request, as long as this service does not compromise flight safety, prolong the delay, or interrupt boarding procedures.

For delays of 2 to 4 hours from the departure time, food and beverages will be provided via a meal voucher redeemable at participating airport commercial establishments.

For delays of more than 4 hours compared to the departure time, passengers can choose one of the following options:

- Alternative transportation on the first available flight, access to phone calls and e-mail, accommodation, food and beverages, airport-hotel-airport transfers, or...

- Transportation for the same passenger at a convenient later date to the same destination, plus compensation of 25% of the ticket price for the unused portion of the trip.

In case of denied boarding or flight cancellation

When tickets are issued in excess of the aircraft's available capacity, or the flight is canceled for reasons attributable to the airline, resulting in a denied boarding, the airline, at the passenger's discretion, must:

- Refund the ticket price in proportion to the unused part of the trip, or provide compensation of 25% of the ticket price for the unused part.

- Provide alternative transportation on the first available flight, access to phone calls and emails, lodging, food and beverages, and airport-hotel-airport transfers.

- Transport the same passenger at a later date to the same destination and provide compensation of 25% of the ticket price for the unused part of the trip.