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Compensations by causes related directly with the airline for flights from and to the U.S

Schedule change

Number of hours of the event

Meal

Hotel

Transportation

Compensation

Phone call

Changes

Refund

Over an hour NO NO NO NO NO YES* YES**
Between 1 and 3 hours NO NO NO NO YES YES* YES**
Between 3 and 5 hours Snack + Breakfast, lunch or dinner depending on the time NO NO 100 USD in credit YES YES YES
Over 5 hours Snack + Breakfast, lunch or dinner depending on the time After 10:00 p.m. if required by the passenger and provided that HE/SHE IS NOT IN HIS/HER PLACE OF RESIDENCE Only when required by the passenger and if HE/SHE IS NOT IN HIS/HER PLACE OF RESIDENCE 250 USD in credit YES YES* YES**
Anticipation of the flight NO Applies as in delay (Anticipation of the flight by more than an hour) NO YES* YES**
 
Landing in another destination or flight interruption after transport started***

Number of hours of the event

Meal

Hotel

Transportation

Compensation

Phone call

Changes

Refund

Applies as in delay (the delay is counted between original schedule and final relocation time on another flight) Applies as in delay (the delay is counted between original schedule and final relocation time on another flight)
 
Cancellation

Number of hours of the event

Meal

Hotel

Transportation

Compensation

Phone call

Changes

Refund

Applies as in delay (the delay is counted between original schedule and final relocation time on another flight)
 
Overbooking

Number of hours of the event

Meal

Hotel

Transportation

Compensation

Phone call

Changes

Refund

N/A Applies as in delay (the delay is counted between original schedule and final relocation time on another flight) 400% of the airfare, up to $1.3504 in credit Applies as in delay (the delay is counted between original schedule and final relocation time on another flight)
 

*If the customer accepts the change, a change in the affected leg will be processed at no charge for the day prior or subsequent to the affected date; or for a future date, only if available under the same fare class. If the passenger has a RT (round trip) reservation, and has not an started journey, a change at no charge for the day prior or subsequent to the affected date in the second route will be allowed; if requesting a change for a future date, it will only be processed if available under the same fare class (otherwise, the change may not be processed.)


**If the customer requests a refund for a route, a change for such route does not apply. They are mutually exclusive. If the customer has an RT (round trip) reservation and only a refund for the affected leg is required, a partial refund shall be allowed, and as to the other route of the trip, a change may be processed at no charge for the day prior or subsequent to the flight originally purchased; or for a future date, as long as the fare class available is the same as that of the original reservation (otherwise, the change may not be processed).


***The credit shall be assigned to the affected passenger. Through the e-mail registered in the reservation, an alphanumeric code will be provided for applying the money to any other future purchase to the airline. If the customer does not accept the credit the amount will be refund in cash.


****If the rerouted flight is scheduled to arrive at the stopover/destination between 1 and 4 hours of the original flight, 200% of the airfare up to $675 must be paid. If a passenger is bumped and cannot be rerouted on a flight scheduled to arrive at his/her destination or next stopover within 4 hours of the original scheduled arrival time, 400% of the airfare, up to $1350 must be paid. Payment details at point 3.


Note: This compensation matrix only applies in cases of delay/cancellation/interruption/overbooking during the affected flight day.
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