Article nameThe Contact Center doesn’t answer my call, what do I do?

Due to the complex situation that we are going through on a global scale, our Contact Center is receiving a high volume of calls. In order to help our passengers, if you want to contact us to get assistance, please only do so if you are flying within the next 48 hours.

The following information can also help you solve what you need online, without having to call us:

  • If your flight has been canceled, you can reschedule it

If you travel between March 14 and May 31, 2020, and your flight is affected by cancellation, closing borders restrictions, or declarations of state of emergency due to the COVID-19 pandemic, you can reschedule the date of your flight, free of charge, to the same destination and in the same cabin. The new round trip must be completed no later than December 31, 2020.

  • If your flight was not affected, but you still want to reschedule it, you can change it

If your flight has not been changed but you still want to reschedule it, you can change your tickets without fines, paying only the price differences, if any, to fly before December 31, 2020.

  • If you definitely won't be able to fly this year, you can request the refund

Be calm because you won't lose your money. Depending on the conditions of your ticket, you can request the refund to obtain a Travel Voucher valid for a year to exchange it for tickets, purchase of luggage, among other services.


For more information on changes and refunds, you can check our category of questions about Coronavirus.