Given the flight cancellations announced by some airlines, due to COVID-19 infections among their staff, the National Institute for the Defense of Competition and the Protection of Intellectual Property (Indecopi)informs passengers of their rights as users of this service.
In case of cancellation
The airline must refund the passenger the net value of the ticket or board him on another flight the same day. If this does not happen, the airline must provide food (breakfast, lunch, dinner, as the case may be), lodging (if necessary), and transportation to and from the airport.
In addition, if there were delays before the cancellation, the passenger has the right to receive compensation according to the number of hours.
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In case of rescheduling
If the delay is between 2 to 4 hours, the airline must provide the passenger with a snack and allow a phone call.
If the delay is between 4 and 6 hours, the airline must provide a snack, a phone call and food (breakfast, lunch, dinner).
If the delay is more than 6 hours, the airline must provide a snack, give food (breakfast, lunch, dinner), compensation equivalent to 25% of the value of the unfulfilled journey, lodging (if overnight is necessary), transportation to and from the airport and allow a call telephone.
For passengers who feel that their rights have been violated by the airlines, they can contact Indecopi through the WhatsApp Airport (985 197 624). In addition, Indecopi reminds that people who wish to file claims or complaints can communicate through the following channels:
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