6. I have a disability

We will provide air transportation to all Customers with disabilities, except in cases where transportation is not possible in accordance with International Safety Regulations. While advance notice is not required, we appreciate being informed — preferably at least 24 hours in advance — so we can ensure we are prepared and able to coordinate the necessary services, equipment, and logistics to assist you as quickly as possible upon arrival at the airport.

Flight attendants: Customers with disabilities are not required to travel with an attendant unless it is determined that an attendant is essential for safety purposes, in compliance with non-discrimination regulations for air travel based on disability. Our staff is not required to assist with personal needs such as eating, using the restroom, or providing medical services.

For the transportation of Customers who require special attention during flights due to special physical and/or medical conditions, the following guidelines should be considered:

i. A visually impaired Customer may travel with or without an Assistance Dog. The Assistance Dog must travel at the Customer's feet. A seat will be assigned next to the window.

ii. Assistance devices such as: crutches and walkers may go into the aircraft cabin; they may also travel in the aircraft belly at no additional cost.

Customers with reduced mobility must travel with a companion in the following cases:
i. The Customer, due to a mental disability, is unable to understand or respond adequately to safety instructions.
ii. The Client has such a severe mobility disability that they cannot physically assist themselves in the event of an evacuation.
iii. The Client has severe visual and hearing impairments that prevent them from establishing and adequate and understandable way to communicate with our staff or respond appropriately to safety instructions.

NOTE: Assistants must be at least 16 years of age at the time of travel.

Due to the validation of the supporting documentation of your condition it is not allowed to perform the web check in so we recommend arriving at the counter 3 hours before the departure time of your flight.