Cancellations and claims

1. Cancellation requested by the passenger

Any request related to a purchase must be sent as soon as possible through our official WhatsApp number, with the booking code and the name on the booking. Whether you can cancel, make changes, or receive a refund depends on the terms of that purchase and your rights under applicable law.

The rule regarding no refund of price differences when switching to a lower fare refers exclusively to the rescheduling described in the ticket policy; it does not replace any applicable rights in the event of cancellation or breach by the provider.

2. Cancellation or inability to provide service attributable to the provider

If the provider cancels the service or is unable to provide it, they will inform the passenger of the available alternatives and handle the case in accordance with applicable law. The passenger may request assistance and keep the purchase confirmation, ticket, and related messages.

3. Delay or incident during the trip

Report the incident to the staff operating the service and ask them to document it. For follow-up, send your booking code, a clear description of what happened, and, when possible, the service date and time via WhatsApp.

4. Submitting a claim

Claims are received via official WhatsApp +52 1 984 116 3495. Please provide your name, ticket or booking code, contact method, and a description of your request. Follow-up will be provided through the same channel or via the contact details provided.

5. Competent authorities

Direct support does not limit the right to turn to PROFECO or any other competent authority. No provision of this policy excludes liabilities or rights that cannot be waived under the law.