Mexico City.- Due to the contingency caused by the pandemic generated by Covid-19, there are flights that have been affected due to the closing of borders in the world to prevent the spread of the virus; Given this situation, Profeco has issued recommendations.
In a press release, he explained that most airlines established flexibility conditions so that their clients have the option of moving or canceling flights, depending on the date on which they were purchased.
The agency suggests consulting the flexibility policy of the contracted airline and recognizes that although with different policies, most airlines have shown solidarity with their customers at the present juncture.
Profeco shared that from March 11 to 16 it has provided the following services throughout the country:
• 265 consultancies related to the need to request flight changes from airlines.
• 15 immediate reconciliations where flight changes were required from the provider.
• 16 complaints filed (2 for cancellation of flights and 14 for refusal of providers to cancel the service or return payment).
• Airlines recommend managing changes or cancellations through their internet portals.
Flexibility policies that airlines have adopted before # Covid19
• AeroMéxico. There will be no date change fees for flights purchased in March.
• It does not have direct flights to Asia or Europe, but it will serve clients who have flights from commercial partners who do reach those destinations, and will apply changes at no cost.
• Volaris operates normally in Mexico, the United States and Central America. If the passenger wants to change their flight, they will apply their current policies.
• VivaAerobus will make a date change at no cost to travel within 30 days of the original date of the flight, provided that at least 14 days have passed since leaving China or Iran.
• American Airlines, no exchange fees will be applied to customers who purchased tickets before March 1 to travel until April 30.
• Alitalia allows reservation change without penalty with new departure date no later than June 30;
• United will also not penalize anyone who wants to change plans (dates or routes) who are scheduled to travel from March 10 to April 30, 2020, regardless of when they purchased the ticket.
In relation to the cancellation of shows and massive events, the consumer is entitled to a refund of the ticket. It is recommended to request a refund directly from the supplier and in case of having a problem obtaining it, contact Profeco.
