When can I receive compensation?

There are different cases for which you may be entitled to compensation, however, please note that our customer service will be in charge of managing and evaluating if your request meets all the conditions.

  • Delays or cancellation due to internal cause

    If your flight schedule is affected by irregularities attributable to our Airline.

  • Voluntary denial of boarding

    Your itinerary was flexible and because of various circumstances, you gave up your seat in exchange for compensation.

  • Involuntary denial of boarding

    In different situations, we do not find volunteers to give up their seat. For this reason, in exchange for compensation, you are denied boarding without your consent. 

  • Irregularities in baggage

    In the event of delay, damage or looting of your baggage.

  • Restricted or inoperative seats

    If you chose a reclining seat that did not recline during the flight. It only applies to long-distance flights (more than 5 hours).

  • Cabin changes

    If your reservation included business class and you were unable to fly in it, we will relocate you for compensation. All other benefits associated with flying in business class remain in effect.

Keep in mind:

    • If your claim isn't handled at the airport, you can make a claim online by choosing the type of issue in our complaints form.
    • The compensation will not apply if the conditions of your flight or itinerary are affected by non-airline irregularities beyond the control of the airline.
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