Yes, you can request a change due to force majeure through Vianca, our virtual assistant on WhatsApp. Once you start the conversation, select “I already have a ticket” and then “Changes due to force majeure.” From there, choose the option that best fits 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.
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.
Complete the form to:
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 refunds form.