Terms and conditions for flights from Mexico
These Terms and Conditions apply to flights departing from the territory of the United Mexican States, in addition to the General Terms and Conditions of Sale and Carriage of AIR CARAÏBES. In the event of a contradiction between these two documents, these Terms and Conditions applicable to flights from Mexico shall prevail.
These Terms and Conditions are available for consultation on the AIR CARAÏBES website, at airport counters and, at the passenger’s request, on board the aircraft through the flight crew.
1. Baggage
1.1 Hand baggage (cabin)
The passenger may carry up to two pieces of hand baggage in the cabin, one of which shall be placed in the overhead compartment and one under the seat in front of the passenger.
For reasons of safety and passenger comfort, the maximum permitted dimensions shall be:
- First piece: 55 cm long x 35 cm wide x 25 cm high.
- Second piece: 40 cm long x 30 cm wide x 15 cm high.
The weight of both shall not exceed twelve kilograms (12 kg).
AIR CARAÏBES may decide to transfer hand baggage to the hold and charge an additional fee when the baggage exceeds the permitted dimensions and/or weight.
1.2 Checked baggage (hold)
The passenger may carry, free of charge, a minimum of twenty-three kilograms (23 kg) per piece of checked baggage, provided that the total dimensions do not exceed 158 cm (height + width + length).
Excess baggage will be transported subject to the available capacity of the aircraft. AIR CARAÏBES may charge the passenger an additional fee of 110 euros (€110) per overweight or oversized baggage, with a maximum limit of thirty-two kilograms (32 kg) per piece, per journey.
Oversized baggage must be booked at least 48 hours in advance.
AIR CARAÏBES offers a reduced fare for passengers wishing to travel without checked baggage.
The transport of special equipment will be subject to the special baggage and sports equipment policies of AIR CARAÏBES, available at www.aircaraibes.com.
2. Passengers' obligations
Passengers must:
a) Provide truthful and complete personal information to AIR CARAÏBES when purchasing the ticket;
b) Present, when so required, official identification documents to AIR CARAÏBES or authorised airport personnel;
c) Comply with current airport security and operating regulations;
d) Occupy the assigned seat, unless the flight crew, for a justified reason, requests or authorises a change; and
e) Comply with applicable legal and regulatory provisions.
3. Specific transportation conditions
3.1 Passenger with a disability
Passengers with any disability have the right to be transported by AIR CARAÏBES. AIR CARAÏBES has put measures in place to ensure that passengers with disabilities are transported in accordance with operational safety procedures.
Passengers requiring the transport of mobility aids due to their disability (wheelchairs, walkers, prostheses, crutches, canes or others) may do so without additional charges, provided that said aids are for personal use and are directly related to their condition.
3.2 Child under 2 years old
A child under two years of age may travel free of charge with an adult, without a seat or baggage allowance. In this case, AIR CARAÏBES will issue, free of charge, a ticket and corresponding boarding pass for the child; only the applicable taxes and airport fees will be payable by the adult for the child. In this case, the passenger may transport a pushchair (buggy) for the minor without additional charge.
3.3 Animals
The transport of domestic animals must always comply with animal welfare principles, i.e. by implementing all measures designed to minimise stress, suffering, pain or injury during transport. The transport conditions and applicable procedures shall be governed by the regulations in force and the relevant official Mexican standard.
4. Modification and cancellation
Passengers have the right to be treated with respect and to be provided with clear information that enables them to understand their options and make alternative choices where necessary.
AIR CARAÏBES will inform them in an agile and timely manner, by electronic means (telephone calls, emails, text messages or others), at least twenty-four (24) hours prior to the scheduled departure, of any change in the itinerary or other circumstance affecting the contracted service.
If changes occur within twenty-four (24) hours prior to departure, AIR CARAÏBES will inform the passenger as soon as it is certain that such changes are inevitable, without this exempting it from its responsibilities.
If the aircraft must land at a place other than the destination due to a force majeure event, AIR CARAÏBES will transport the passenger to the final destination by the fastest means available.
The passenger may request a refund for the ticket if they decide not to travel, provided they notify AIR CARAÏBES within twenty-four (24) hours following the purchase. After this period, the fare conditions of the purchased ticket will apply.
On round-trip tickets or tickets with connections, the passenger may use each segment independently. AIR CARAÏBES may not deny boarding for the non-use of a previous segment, provided that the passenger informs the former of their intention to use the subsequent segments within twenty-four (24) hours following the time of the unused segment, through the means that AIR CARAÏBES has provided.
Passengers have the following telephone number at their disposal solely for the aforementioned notifications:
+33(0)3 63 29 73 97
Available on Monday to Saturday from 8 a.m. to 9 p.m. (UTC Paris) and on Sundays and public holidays from 9 a.m. to 8 p.m. (UTC Paris)
5. Compensation policies
To request compensation and/or indemnification, the passenger shall file the Claims Form available on www.aircaraibes.com to allow AIR CARAIBES to handle their demand.
AIR CARAIBES will respond to the indemnification and/or compensation request and, where applicable, issue the relevant refund within ten (10) days of receiving the Claims Form.
5.1 Delays
When the delay is attributable to AIR CARAÏBES:
a) Delay greater than one hour and less than four hours : Vouchers for food and drinks will be granted according to the waiting time. If the delay is greater than two hours and less than four hours, a discount of 7.5% of the ticket price will be offered.
b) Delay greater than four hours : In addition to the above, the passenger will be entitled to the options provided for flight cancellation.
In all cases, access to telephone calls and sending emails will be guaranteed.
5.2 Cancellations
In the event of cancellation of a flight for reasons attributable to AIR CARAÏBES, in addition to the previously enumerated compensations and indemnifications, the passenger may choose between:
a) a refund of the ticket or the unused part of the journey.
b) alternative transport on the first available flight, including meals, means of communication (phone calls and emails), hotel accommodation at the airport or in town where the passenger is required to spend the night, and ground transport to and from the airport if necessary, depending on the waiting time until boarding another flight
c) Transport to the same destination as the cancelled flight, at a suitable later date.
In the cases of items a) and c), AIR CARAÏBES will pay an additional indemnity of 25% of the price of the ticket or the unperformed segment.
5.3 Boarding denial
In case of overbooking, priority will be given to persons with disabilities, senior citizens, unaccompanied minors and pregnant women.
AIR CARAÏBES will request volunteers and, if there are none, will designate passengers, who will be entitled to the same options and compensation provided for cancellation.
The designated passenger may choose between:
a) a refund of the ticket or the unused part of the journey;
b) alternative transport on the first available flight, including meals, means of communication (phone calls and emails), hotel accommodation at the airport or in town where the passenger is required to spend the night, and ground transport to and from the airport if necessary, depending on the waiting time until boarding another flight
c) Transport to the same destination as the cancelled flight, at a suitable later date.
In the cases of items a) and c), AIR CARAÏBES will pay the designated passenger an additional indemnity of 25% of the price of the ticket or the unperformed segment.
5.4 Fortuitous event or force majeure
If due to a fortuitous event or force majeure, the aircraft lands in a place other than the destination, AIR CARAÏBES will transfer the passenger to their destination using the fastest means of transport available.
5.5 Destruction, damage, or loss of baggage
For the destruction or damage of hand baggage, the passenger has the right to indemnification of 1,288 Special Drawing Rights if the passenger has filed a complaint through AIR CARAÏBES’ claims portal.