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Frequently Asked Questions

The number of bags that you are allowed to bring depends on the airline, and it can vary according to the city of origin and destination. You can see this information during the reservation process and later, in the confirmation email. I International flights usually allow bags between 20 or 30 kg while in domestic or regional flights, the weight could be between 5 and 20 kg. If you are travelling to Cuba keep in mind that regardless of the airline’s baggage allowance, Cuban customs has its own rules about what can and cannot be imported to the country, including the set fees for specific items. To learn more about Cuban customs policies, we suggest you visit the Cuban customs official page. http://www.aduana.co.cu

If you need to bring additional baggage, you can obtain information about regulations and fees directly form the airline. We can help you learn more about this or you can contact the airline directly for further details.

"For safety reasons, some items are not allowed in the carry-ons or checked baggage. Here is a list of the most common ones:
Explosive devices or equipment. Flammable objects. Liquids, aerosols or gels over 100 ml. Tools. Firearms or weapons in general. Toxic substances. Stun or incapacitating items. Sharp objects. These regulations apply to most countries; however some customs departments may have different rules. Please, don’t forget to check the applicable legislation of your country of destination"

Though it might be surprising, some items allegedly harmless are potentially dangerous on board an airplane, be it because of differences in pressure or temperature or due to the aircraft’s movement. As a result, here is a list of the items prohibited by that most airlines: Explosives (detonators, fuses, grenades, mines and fireworks) Gases: propane, butane (including small gas cylinders for camping). Flammable liquids (including gasoline and methanol, paint, thinners, adhesives and lighter fuels). Flammable solids and reactive substances (including magnesium, matches and lighters, fireworks and flares). Oxidizing substances and organic peroxides (such as bleaches and abrasives). Toxic or infectious substances (rat poison, infected blood, etc.) Radioactive material (including isotopes for commercial or medical use). Corrosives (such as mercury and automobile batteries). E-cigarettes. Lithium batteries that are outside of electronic devices. The competent authority may prohibit additional items, other than the ones listed here. Said authorities will make a reasonable effort to inform the passengers about these articles. Security personnel may deny checked baggage containing what they deem to be a suspicious item. We suggest you contact the airline you are flying with in case you have questions or concerns.

In case your baggage is missing, the airline companies have up to 21 days to find it and return it. During that period, the airline must cover the expenses for basic necessities that need to be bought due to the incident (personal hygiene items, clothes, shoes, etc.) We strongly suggest you keep the receipts for those expenses, as you will have to submit them to the airline in order to get reimbursed. After 21 days, if the airline has been unable to locate and return the baggage, it will be considered lost. In this case, the customer has the right to claim a refund for the lost items. The airline will then request a list of the lost items in order to proceed. The claim for lost baggage must be done before leaving the airport. For claims of refunds and compensation or follow-up, this can be done via email or through the airline´s website.

Most airline companies have agreements to take your baggage to your final destination, however, we suggest you verify with them when checking your baggage at the airport of origin. If the stop is in the US, the passenger will have to pick up the baggage and check it again at the first entry airport. These are security regulations of the country.

Below are some examples of what is considered to be special baggage:
Musical instruments, oversized baggage (more than 32 kg), bicycles, sports equipment (golf, skiing, surfing, etc.) You can pay the corresponding fee for this type of baggage when you check in at the airline´s counter before boarding your flight. We suggest you call customer service ahead of time to obtain more information.

We can assist you with the cancellation of your booking, however, keep in mind that the cancellation doesn’t mean you are going to get a refund. The amounts to be refunded depend on the price paid and the airline´s cancellation policy.

You can make changes to your ticket up to 2 hours prior to the flight’s departure. Usually, these changes incur a fee that could be - up to USD$250 plus the difference in the price, if applicable, and will be subject to availability of the new dates when you want to travel.

We can assist with the cancellation of your booking, however, keep in mind that cancelling your ticket DOES NOT imply the refund of the cost. The amounts to be refunded depend on the price paid and the airline´s cancellation policy.

If you missed your connecting flight due to a delay or cancellation, and that segment is included in the same booking, the airline should provide you with an alternate flight to complete your trip. In case the flights were booked separately, you will have to book a new ticket.

In case of cancellation, it is likely that the airline will offer an alternate flight or, in some cases, a refund of the ticket. The airline might also offer accommodation and transportation from and to the airport in case the new flight is on the next day. Keep in mind that if the cancellation is due to the airline´s financial issues (bankruptcy), the company will not offer immediate assistance. If your booking is delayed, this must be notified by the airline, and you must contact them to obtain the details. In any case of cancellation, delay or a total or partial change to any of the segment of the flight on your ticket, you must contact the airline directly (though their Customer Service line, available 24/7) to obtain the information you need.

For domestic flights, your ID is enough, however, for international flights you will need a valid passport. It must be valid for the length of your stay in the country of destination, yet many airlines require that your passport be valid for six months. As a result, you should be aware of the airline´s requirements in order to avoid problems at the time of the flight. If you are unsure, we suggest you contact the embassy of the destination country to learn about the requirements. If you are travelling to Cuba, you need to enter the island with your valid Cuban passport and the corresponding extensions. It is the passenger´s responsibility to be informed and to comply with the necessary procedures for your trip (visas, vaccines, etc.)

To enter the US or Canada, certain countries have government agreements allowing their citizens to obtain an electronic permit online, and with no need to appear at their embassy or consulate. You will need these documents not only to visit the country, but also to make a stopover on route to another destination. Be sure to print them and have them on hand while travelling. For the US, you will need the ESTA. Below is the list of the countries that can carry out this process and a direct link to the website. Andorra, Australia, Austria, Belgium, Brunei, Chile, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Monaco, Netherlands, New Zealand, Norway, Portugal, Republic of Malta, San Marino, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, United Kingdom. Official link to apply for the ESTA: https://esta.cbp.dhs.gov/esta/application.html?execution=e1s1. Please, make sure you meet the requirements to apply and that this is the right procedure for your trip. Below you will find the link to the help section where you will find more information: https://esta.cbp.dhs.gov/esta/application.html?execution=e1s1 Applying for the ETA is similar to applying for the ESTA, but the ETA is to enter to Canada. The countries with agreements with the Canadian government are: Andorra, Antigua and Barbuda, Australia, Austria, Bahamas, Barbados, Belgium, Brunei, Darussalam, Chile, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Ireland, Italy, Japan, Republic of Korea, -Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, New Zealand, Norway, New Guinea, Poland, Portugal, Samoa, San Marino, Singapore, Slovakia, Slovenia, Solomon Islands, Spain, Sweden, Switzerland, Taiwan, Mexico, United Kingdom, British overseas citizens that are allowed to re-enter the UK. Also, the overseas citizens that are British citizens by birth, descent, naturalization or by being registered in any of the British Overseas Territories: Anguilla, Bermuda, British Virgin Islands, Cayman Islands, Falkland Islands, Gibraltar, Montserrat Islands, Pitcairn Island, Saint Helena Island, Turks and Caicos. Link to apply for the ETA: https://www.canada.ca/en/immigration-refugees-citizenship/services/visit-canada/eta/apply-es.html

If you are travelling to a country of which you are not a resident, you must have a return ticket. You can only travel with a one-way ticket. if you reside in the country of destination.



Miscellaneous

The minimum age for a minor to travel unaccompanied depends on each airline. However, for most of them, the minimum age to travel with no supervision is 18. If your child is under the age allowed by the airline, you will have to pay for the Unaccompanied Minor service and your child will have to carry a valid passport and visa (if required). This service must be booked with the airline before the trip. You must provide the information (name, address, phone number and ID number) of the parent or guardian sending the minor as well that of the person receiving the minor. Depending on the marital status of the parents, a special authorization might be required for the minor to be able to travel. It is the guardian´s responsibility to ensure that the minor has all the proper documentation at the time of travel.

There are other penalties established by the airlines or the industry itself that must be taken into consideration: Change/Addition/Removal of Names/Last names of the passenger(s) Change of date or segments or stops in any of the legs of the flight. Said changes -partial or full- will incur a penalty, depending on what has been established by the involved airline. For more information, please contact our Call Center.

The cost of this service depends on the airline, and it is around $150. You can pay at the counter when you check in. We suggest you contact the airline prior to your trip to learn more.

All children 2 years or older pay full fare. Children under 2 years are considered infants and pay a portion of the ticket; the cost will vary depending on the type of trip, city of origin, destination and the airline. Keep in mind that if your child reaches the age of 2 during the trip, he/she won’t be considered an infant on the way back and, therefore, the child fare will apply.