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Provisions pursuant to passengers' rights – Mexico
Should a Copa Airlines flight be delayed or cancelled due to unforeseen events, we will do everything in our power to keep you informed with updated information while you are in the Airport or when you board the affected plane. Depending on the information we have available, we will bring timely and updated information. When possible, we will explain the reason for the flight's delay or its cancellation through a variety of means and/or channels. This information will be available in:
- Flight Status section of our website
- Notices at boarding gates and aboard the plane.
- Notifications via email provided that you were previously subscribed to receive applicable notices through the Subscription to Flight Notification system.
- On screens or information systems at Airports.
- Through our Reservation Center
1. Procedure to receive compensations
When an attributable delay is greater than an hour and lower than four, at the boarding gate, Copa Airlines will offer:
- Snacks and beverages at the boarding gate.
- Calls and access to emails for passengers affected by the delay. The latter provided that the airport infrastructure within the Mexican territory where Copa Airlines operates allows so.
When an attributable delay is greater than four hours, or the flight is cancelled, at the boarding gate, Copa Airlines will offer:
- Snacks and beverages at the boarding gate.
- Calls for the affected passengers. Copa Airlines is not able to provide access to emails for passengers affected by a delay when the airport infrastructure where Copa Airlines operates within the Mexican territory does not allow so. Said fact is beyond Copa Airlines control.
- Food and beverages based on the time of day (breakfast, lunch, dinner).
- Compensation vouchers for delays greater than 4 hours, by way of compensation pursuant to the provisions established by the Mexican law, amounting to 25% of the airfare value.
In case a flight is cancelled due to Copa Airlines responsibility, the company, at passenger's choice, shall:
a) Refund the ticket price or the passenger ticket or the corresponding amount of the non-travelled segment.
b) Offer, with all its available means, alternative transport in the first flight available, and provide, at least and free of charge, access to phone calls and emails provided that the airport infrastructure where Copa Airlines operates allows so; food based on the waiting time until the boarding of another flight; hotel accommodation at the airport or in the city if overnight is needed, pursuant to the passenger's needs, in this last event, ground transportation from and to the airport.
c) Transport at a later date convenient to the passenger to the destination to which the flight has been cancelled.
2. Discounts to be granted to passengers, and terms and conditions of the granting:
In the face of a flight cancellation or compensations for delays greater than 4 hours attributable to Copa Airlines, and by way of compensation pursuant to the provisions of the Mexican law, Copa Airlines offers certificates equivalent to 25% of the affected passenger's ticket value, redeemable for airline services, like: new tickets to travel through routes operated by Copa Airlines, penalty payment, excess luggage.
Terms and Conditions:
- Valid for routes operated by Copa Airlines.
- Do not pay for taxes.
- Transferable to 1st degree of consanguinity.
- Valid for 1 year as of its issuance.
- Not refundable.
- Cannot be replaced in case of loss.
- Do not have residual value.
- Redeemable at Copa Airlines Offices.
3. Food and beverages:
Food and beverages amenities are offered based on the following conditions:
Cancellations and/or delays greater than 1 hour attributable to Copa Airlines: The airline's employees or representatives of the airport where the issue occurs will offer to the affected passengers of the flight a voucher for USD 20.00, redeemable for food and beverages at restaurants in the airport where the issue takes place.
According to the time when the issue occurs, vouchers may be redeemable in the following restaurants, with which Copa Airlines has an agreement, including, but not limited to, the following:
| Airport | Restaurants |
|---|---|
| Mexico, Federal District (MEX) |
|
| Cancún (CUN) |
|
| Guadalajara (GDL) |
|
| Monterrey (MTY) |
|
4. accommodations
Should a delay be greater than 4 hours, or in case of cancellation: If the travel alternative is the following day and pursuant to the passenger's needs, the airline's employees or representatives of the airport where the issue occurs will coordinate the accommodation (as well as the transport) for the affected passengers in the following hotels with which Copa Airlines has an agreement, including, but not limited to, and based on capacity available, the following:
| Airport | Hotel |
|---|---|
| Mexico, Federal District (MEX) |
|
| Cancún (CUN) |
|
| Guadalajara (GDL) |
|
| Monterrey (MTY) |
|
In the case of a flight cancellation and exclusively if the passenger decides not to continue his or her travel with Copa Airlines, the passenger shall have the right to receive a refund for the unused segment, applying the corresponding penalty.
Applicable compensations shall be requested through the Customer Service form.