Passenger Rights

The passenger has the right to be treated with dignity and to have a high level of information from the airline, so that he/she is aware of his/her options and can take alternatives if required, including the passenger's rights, compensation policies, reasons for delay, delay or cancellation and requirements for filing complaints or claims.

The information and publicity provided must be truthful, verifiable, clear and not misleading or misleading, either through websites, service points, counters, reservation centers and at each seat of the aircraft or, failing that, in printed media available on board.

As for travel agencies, it must be through a link, link or main special window.

The airline must disclose the applicable terms and conditions at the time of ticket purchase. The cost of the ticket must include fees, commissions, taxes, and any other covered charges. In addition to respecting rates and restrictions at all times, the total amount to be paid must be clearly informed

The airline may offer these services at the time of purchase; however, it cannot force you to contract them, such as insurance, car rental, assistance and donations, nor make charges that condition the purchase of the ticket

If the passenger decides not to make the trip, they can request the airline, within 24 hours of purchase, to refund the price of the ticket. After this period, the airline can determine the conditions of the cancellation.

The causes or reasons for the flight delay or delay must be reported electronically; Nicos or mó Attention Duos n to the passenger. If the delay or delay is attributable to the nea, é The latter must compensate the passenger, in accordance with the following:

- Greater than 1 and less than 4 hours: provide as a minimum; Discounts for subsequent flights to the same destination and/or food and beverages.

- Greater than 2 but less than 4 hours: in case of discount, it must not be less than 7.5% of the ticket price.

If the airline is responsible, the passenger has the option to choose:

- The refund of the price of the ticket or the unrealized part of the trip, plus compensation not less than 25% of the ticket price or the unrealized part of the trip; o, 

- To substitute transportation on the first available flight, food and, where applicable, accommodation and ground transportation to and from the airport; o, 

- To carriage at a later date to the same destination and compensation of not less than 25% of the price of the ticket or the unperformed part of the trip.

When tickets have been issued in excess of the available capacity of the aircraft, the passenger has the option of choosing the benefits that apply in the event of cancellation.

The airline may request volunteers to waive boarding in exchange for benefits that must not be less than those that apply for cancellation; however, in that case, they have preference to board unaccompanied minors, people with disabilities, pregnant women and older adults.

In delays, delays, and cancellations, the waiting passenger must have access to phone calls and emails.

The carrier must not deny boarding to a flight because it has not used any of the segments of the total segment, so that the passenger may use any segment, provided that it informs the airline within 24 hours of the scheduled time for the unused segment, what he will do; use of the subsequent.

The airline must inform at least 24 hours before the departure of the flight, quickly and expeditiously, in case of changes in the itinerary or any other circumstance that could affect the contracted service, through telephone calls, emails, text messages or any other electronic means.

If the change occurs within 24 hours Prior to scheduled departure, the airline must inform the passenger as soon as it is certain that such a change is inevitable.

They must be covered within a maximum period of 10 calendar days after the claim, except for food, beverages and lodging, which must be covered when the delay, delay or cancellation occurs

Subject to applicable safety measures, the passenger may carry wheelchairs, walkers, prostheses, crutches, canes or any other instrument, provided that he/she makes personal use of it and it is directly associated with his/her disability. On international flights, it shall be subject to the provisions of the applicable treaty

A passenger of legal age may carry a child under 2 years of age, without payment of any fee and with a stroller, but without the right to a seat or luggage. The airline must issue the boarding pass for the infant

If landing in a different place due to unforeseeable circumstances or force majeure, the passenger has the right to be transferred by the fastest means of transport available to the contracted destination

They must be treated humanely with measures that reduce their tension, suffering, pain and trauma during mobilization.

The passenger can check up to 15 or 25 kg of baggage free of charge, depending on the capacity of the aircraft; as well as two pieces of carry-on baggage that together do not exceed 10 kg, provided that their dimensions are not greater than 55 cm long, 40 cm wide and 25 cm high.

In case of excess, according to the available capacity, the airline will be entitled to request additional payment. When the passenger decides to travel without baggage, the airline may offer preferential rates for his or her benefit.

Each piece, suitcase or piece of luggage must have a check that contains the information established by the applicable Official Mexican Standards, with two parts, as proof: one for the passenger and another attached to the baggage.

In international air service, Baggage check-in is subject, where appropriate, to the applicable international treaty.

For destruction or damage of carry-on baggage, the passenger must be compensated with $6,759 pesos (80 UMA) and for loss or damage of checked baggage $12,673 pesos (150 UMA)