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

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

Delay or cancellation

Number of hour of the event

Meal

Hotel

Transportation

Compensation

Phone call

Changes

Refund

N/A YES* 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.


***Causes unrelated with the airline: weather conditions, airports restrictions and other constraints not controllable for Viva Air.

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