Yes, you can request your trip to be rescheduled by completing the waiver request form, choosing the option that best describes your situation. Once we approve your request, you can reschedule your trip within 90 days after the date of departure of the affected flight, without any charges for changes but assuming any fare differences. Below are the documents you must provide and the requirements you must meet in each case:
You may request your trip to be rescheduled if you, a family member* or your travel companion (traveling on the same flight) become sick, and only if you meet the following conditions:
- The ticket was purchased before you became sick.
- You became sick before or during the trip.
- This case is not related to a scheduled tooth extraction or cosmetic surgery procedure.
*Applicable family members: parents, spouse, children, grandparents, siblings, and grandchildren.
What documents are required?
- In the case of relatives, you must provide a document that shows proof of this.
- Disability or medical certificate issued by a hospital or healthcare center, including:
- A doctor's authorized stamp
- Reason for not being able to fly or medical procedure
- Name of the patient
- Date of the medical procedure or reason for not being able to fly
- For cases related to COVID, it will be necessary to attach the positive result.
If the passenger, a family member* or travel companion passes away, you can request the trip to be rescheduled if this unfortunate event occurred before or during the trip.
What documents are required?
- Death certificate
- Document showing proof of the relationship.
*Applicable family members: parents, spouse, children, grandparents, siblings, and grandchildren.
If you, a relative (first and second degree of consanguinity) or travel companion have lost their ID documents or been a victim of theft, you can request your trip to be rescheduled in the following cases:
- The ticket was purchased before its loss or theft.
What documents are required?
- Reporting loss or theft of documents to an official body.
Keep in mind:
- The fare difference corresponds to the difference in value between the ticket you initially bought and the new option you are choosing.
- You have 90 days from the date of the affected flight to request an exemption, reschedule your flight or request a refund due to force majeure. The 90-day period must be within your ticket's period of validity (one year from the date of purchase).
- To request a refund of your ticket due to force majeure, please complete the refund form, choosing the option: "You cannot travel due to force majeure."