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

Compensations for domestic flights by causes related directly with the airline-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 Snack NO NO NO YES YES* YES**
Between 3 and 5 hours Snack + Breakfast, lunch or dinner depending on the time NO NO NO 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 30% of the base fare*** YES YES* YES**
Anticipation of the flight Applies as in delay (Anticipation of the flight by more than an hour) NO YES YES* YES**
Compensations for domestic flights by causes related directly with the airline- 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)
Compensations for domestic flights by causes related directly with the airline-Cancellation or overbooking

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) YES*

*If the customer accepts the change, a change in the affected route 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 has an RT (round trip) reservation and only a refund for the affected route 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.). If the customer requests a refund for a route, a change for such route does not apply. They are mutually exclusive.


***A compensation voucher valid for a round trip ticket (domestic or international, depending on the affected flight) will be provided. The voucher shall be assigned to the affected passenger. Through the e-mail registered in the reservation, an alphanumeric code will be provided with terms and conditions for applying the ticket. If the customer does not accept the compensation code and requests a refund in cash, a 30% will be paid on account of the base fare.


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