Long holiday: know what to do if your flight is delayed or canceled

If your flight was delayed or canceled for reasons attributable to the airline, the airline must report the reasons and the actions it will take to provide you with a solution, according to Indecopi. In addition, depending on the time that has elapsed, passengers have the right to receive food, a phone call, lodging and even financial compensation.

In the case of a delay greater than two hours and less than four, the airline must provide the user with a snack and a phone call.

If it is more than four hours and less than six, it will offer you a snack, a telephone communication and food (breakfast, lunch or dinner), indicated Indecopi.

If the delay is greater than six hours, the airline has to provide the consumer with a snack, a phone call, food as appropriate, compensation equivalent to 25% of the value of the breached segment; In addition, in the event that you spend the night away from your usual place of residence, You must also cover the expenses for lodging and transfers to and from the airport.

Also, if the flight is canceled and the passenger must stay overnight, the airline will refund the net value of the ticket or arrange for a substitute trip for the same day. If this does not occur, the airline will cover their food, lodging and travel expenses. If before the cancellation there were delays, you have the right to receive the previously mentioned compensations.

What if the airline does not meet its obligations?

In the event of non-compliance with these provisions, airlines could face a sanctioning administrative procedure and be fined up to 450 UIT, which is equivalent to more than S/2 million.

It should be noted that, from January 2022 to May 2023, Indecopi imposed 712 sanctions and 1,079 UIT in fines on airlines.

77% of these penalties were issued for lack of suitability, that is, because the airlines disappointed the consumer’s expectations regarding what they expect and what is provided, and which translates into behaviors such as: non-compliance or refusal of the reimbursement of tickets, cancellation or rescheduling of trips, not checking in or preventing boarding, modification of the conditions of service, among others.

Fact

• Passengers can present their claims or complaints to Indecopi at any of its offices located in the Jorge Chávez International Airport, one in the national boarding area and another in the international one.
• Similarly, they can contact WhatsApp Airport: 985 197 624, a channel that is available 24 hours a day, every day of the week, including holidays and holidays.