If your flight is cancelled, we'll always do our best to inform you of your options as soon as possible by SMS and through our app.
How we help you
If your flight has been cancelled, you can choose from one of the following two options:
- Rebook your flight
If your flight has been cancelled, we do our best to rebook you to your final destination. If we don't do this for you, you can change your booking online. You can also choose to change your booking to a later date, to the same destination (including your onward and return flights with us) where there are seats available.
Rebook your flight online
- Refund your unused ticket
If you no longer want to travel, you can cancel your booking and claim for a refund of your unused ticket, including any onward flights and your return journey (provided they're with us).
Claim for a refund of your unused ticket online
- Rebook your flight
If your flight is cancelled and you choose to travel on a later departure with us, then you may be entitled to food and drinks and telephone calls (or other means of contact) while you’re waiting.
If you buy your own food and drinks, make sure you keep your purchase within reasonable limits (no alcohol), and remember to hold on to your original itemised receipts.
We’ll assist you in line with the legislation applicable to your journey.
If we rebook you on a flight to travel the following day, you'll be entitled to:
- Accommodation (if you're unable to reasonably return home)
- Transport to and from the airport and place of accommodation
If you make your own arrangements, we kindly ask you to consider reasonably priced accommodation, and the cheapest transport option available (e.g. airport train or bus). Be sure to keep the original itemised receipts to submit with your claim.
If you've booked a connecting flight with us (one reservation number) and you miss your connection because your first flight is cancelled or delayed, we'll make sure you're transferred to our next available flight to your final destination. You'll also be entitled to food and overnight accommodation, if needed.
Booked two flights with us but they're not part of the same reservation?
If you've left at least 120 minutes between your arrival and new departure, and you miss your flight because circumstances for which we can be held responsible, we'll do our best to book you on our next available flight.
Connections with alternative carriers or other means of transport
We're generally not responsible for onward connections with other airlines or other means of transport. The exception is if we're liable for compensation if passengers miss their connecting flight. This is in accordance with our General Conditions of Carriage.
You can submit your claim for expenses or compensation online.
Make sure you attach the itemised receipts for any expenses you wish to claim, and keep the originals in a safe place.
If your flight was cancelled and you chose not to travel, you can apply for a refund of your unused ticket online.
When your flight is cancelled, you’ll be entitled to assistance in line with the regulation applicable to your journey.
ANAC Directive 400/16
Your passenger rights in the event of a delay, cancellation and denied boarding for flights within Brazil.
Flights within Argentina
For flights within Argentina, you will be entitled to assistance in line with MEOYSP Res. 1532/1998.
Flights from Brazil
For flights from Brazil, you will be entitled to assistance in line with ANAC Directive 400/16.
All other flights
For all flights, excluding domestic flights within Argentina, you will be entitled to assistance in line with EU Regulation 261/2004 – a common set of rules all European airlines follow.
You will only be entitled to compensation if your flight is cancelled due to reasons within our control.