Mexico Metropolis. In gentle of the worldwide cyber blackout —which has additionally affected Mexican airways—, the Federal Shopper Safety Company (Profeco) requested air transport firms to promptly inform passengers in regards to the standing of their flights and supply them with safety in accordance with the regulation in case the flights are delayed or cancelled.
The federal company indicated that in accordance with the Civil Aviation Regulation, airways are obliged to tell passengers promptly and expeditiously within the occasion of modifications of their itinerary or every other circumstance that would have an effect on the contracted service.
Though airways are required to tell vacationers by means of telephone calls, emails, textual content messages or every other digital means, a minimum of 24 hours prematurely of the scheduled departure, Profeco clarified that if the incident happens earlier than 24 hours, firms should inform the passenger as quickly as they’re sure that such modifications are unavoidable, which doesn’t exempt suppliers from their accountability to the passenger.
He mentioned that within the case of delays, the regulation offers that the passenger have to be compensated by the airline.
So if the delay is between one and 4 hours, the airline should present a minimum of reductions for subsequent flights to the identical vacation spot or meals and drinks.
If the delay is greater than two however lower than 4 hours, in case of low cost, it should not be lower than 7.5 p.c of the ticket worth.
Within the occasion of delays of greater than 4 hours or cancellation, the passenger could demand a full refund of the ticket or the unfulfilled portion of the journey, plus compensation of at least 25 p.c of the worth of the ticket or the unfulfilled portion of the journey.
The consumer additionally has the choice of requesting substitute transportation on the primary out there flight and offering, at a minimal and freed from cost, entry to phone calls and sending emails; meals in accordance with the ready time till boarding one other flight; lodging in an airport or metropolis lodge when an in a single day keep is required and, within the latter case, floor transportation to and from the airport.
Within the occasion that the passenger has bought round-trip or connecting tickets, the airline can not deny boarding to a flight for not having used any of the segments of the full journey.
Given the present contingency, Profeco really useful that passengers keep knowledgeable in regards to the standing of their flights and arrive on the airports early for the documentation, inspection and boarding processes.
To obtain info or recommendation, in addition to to hold out quick reconciliations, shoppers can go to the everlasting modules of the Legal professional Normal’s Workplace on the Mexico Metropolis Worldwide Airport (AICM), Felipe Ángeles (AIFA), Guadalajara, Cancún and Tulum; or to the momentary modules of different airports with better visitors.
He added that if the airline doesn’t defend or compensate passengers, they’ll file a declare with Profeco, for which they’ve a interval of 1 yr. Aeroméxico, Volaris, VivaAerobus and Mexicana take part in Conciliaexprés, a mechanism that permits submitting a grievance with out having to go to any workplace of the Legal professional Normal’s Workplace.
He added that affected vacationers may also contact the Shopper Phone, on the numbers 55 5568 8722 and 800 468-8722, from 9:00 a.m. to 7:00 p.m., Monday by means of Friday; and from 10:00 a.m. to six:00 p.m., on Saturdays, Sundays and holidays; ship an e-mail to [email protected]; or, contact our social networks: X: @Profeco, @AtencionProfeco, and Fb: ProfecoOficial.
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– 2024-07-21 14:54:42
