Mexico City, July 19.- In light of the global cyber blackout—which has also affected Mexican airlines—the Federal Consumer Protection Agency (Profeco) has asked air carriers to promptly inform passengers about the status of their flights and provide them with legal protection in the event of flight delays or cancellations.
The federal agency indicated that, according to the Civil Aviation Law, airlines are required to promptly and expeditiously inform passengers of any changes to their itinerary or any other circumstance that could affect the contracted service.
Although airlines are required to inform travelers through phone calls, emails, text messages, or any other electronic means at least 24 hours prior to scheduled departure, Profeco clarified that if the incident occurs before 24 hours have elapsed, airlines must inform passengers as soon as they are certain that such changes are unavoidable. This does not exempt providers from their responsibility to passengers.
He commented that in the case of delays, the law stipulates that the passenger must be compensated by the airline.
Thus, if the delay is one to four hours, the airline must at least provide discounts for later flights to the same destination or food and beverages.
If the delay is greater than two but less than four hours, the discount must not be less than 7.5 percent of the ticket price.
In the event of delays of more than four hours or cancellation, the passenger may request a full refund of the ticket or the unfulfilled portion of the trip, plus compensation of no less than 25 percent of the ticket price or the unfulfilled portion of the trip.
Users also have the option of requesting alternative transportation on the first available flight, providing, at a minimum and free of charge, access to phone calls and email; meals in accordance with the wait time until boarding another flight; hotel accommodations at the airport or in the city if an overnight stay is required; and, in the latter case, ground transportation to and from the airport.
