When a passenger purchases an air ticket, what they do is sign a transportation contract with the airline, that is, they have rights, but they also contract obligations that they have to comply with to the letter. In order to improve the provision of the service, the Civil Aeronautics issued resolution 04498 of November 15, 2001, which establishes the standards that must be met by the traveler and the carrier.

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For this reason, Aerocivil recommends that users of this mode of transport carefully read the ticket or service contract that is printed on the back cover, so that they are aware of their rights and obligations.

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Next we will explain the rules to which the two parties involved in the purchase of an air ticket must submit.

Obligations of travelers

 

• It is the duty of the passenger to confirm and reconfirm the space assigned by the airline, as well as cancel the reservations made when they are not going to be used.

 

• The passenger must allow the inspection of their luggage with X-ray equipment.

 

• If the passenger transports firearms, they must be reported to the competent authorities. The weapons must be packed in a suitable case and will be returned at the destination airport.

 

• You may not transport acids, alkalis, electric batteries, mercury or instruments that contain it, radioactive materials, suitcases or briefcases with a built-in alarm system or electronic equipment that may disturb the aircraft's communication systems and affect flight safety.

 

• Passengers must abide by the instructions given by the crew, regarding safety or behavior during the flight, from the very moment of boarding, as well as during taxiing, takeoff, flight, landing and disembarkation. The captain is the highest authority on board the aircraft, so the crew and all passengers are subject to his authority.

 

Prohibitions during the flight

 

• Travelers must refrain from unfastening their seat belts or getting up from their seats at times not authorized by the crew.

 

• Obstructing alarms and fire detection systems or other contingencies, installed in the aircraft.

 

• Consuming food or drinks not supplied by the carrier without their authorization. .Entering the aircraft or remaining in it in an advanced state of alcoholic intoxication or under the influence of prohibited drugs.

 

• Smoking in any part of the aircraft on domestic flights, or in unauthorized areas of the aircraft, on those flights where smoking is permitted.

 

• Physically or verbally assaulting any of the passengers or crew of the aircraft or ground personnel.

 

• Assume obscene behaviors or acts.

 

• Assume attitudes or express comments that may generate panic among other passengers.

 

Compensations for contract violations

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Due to delays and cancellation of flights, airlines have the obligation to compensate passengers as follows:

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• When the delay is greater than two hours and less than four, the airline must provide the passenger with a snack and facilitate a telephone communication that does not exceed three minutes.

 

• When the delay is greater than four hours and less than six hours, in addition to the above, you must provide the passenger with food, breakfast, lunch or dinner depending on the time.

 

• When the delay is greater than six hours, the passenger will be entitled to other than the above, a compensation of 25 percent of the value of the journey or any other form accepted by the user.

 

• When this delay exceeds 10 pm (local time), the airline must also provide lodging, if you are not at home, and transportation expenses, unless the passenger voluntarily agrees to prolong the wait.

 

• If a passenger who had a reservation and was on time to board the plane is rejected due to overbooking of tickets, the airline will have the obligation to send them on the next flight. In case of not having a quota, the transporter must make the necessary steps for shipment in another company as soon as possible.

 

• If the flight is anticipated by more than an hour, without notifying the passenger, or when, having notified him, it is impossible to travel on the new schedule, the problem must be solved in the shortest possible time.

 

• If the passenger does not accept any of the solutions proposed by the airline, they may demand the return of the money, without penalty for both parties.

 

Rights of the air sector rights

 

• If you want to transport your pet, you can do so, but with the authorization of the airline that will assume it as part of your luggage. As a general rule, pets must be registered and located in the aircraft hold. For this, you must notify in advance in order to separate the crate where the pet will be moved.

 

• A blind passenger who has a trained dog as a guide for such a mission may accompany him in the cabin, only for this he must wear a muzzle.

 

• When you consider that there have been deficiencies in compliance with the conditions of your transport contract, you can fill out the complaint forms that the airlines and travel agencies have available or the complaint form available on the website of the Aerocivil, www.aerocivil.gov.co, or at the service, attention and information posts at each airport.

 

 

• The airline is responsible for the damage or harm caused to passengers and their belongings during the trip.

 

• In the event of incidents with registered luggage, the affected passenger must immediately go to the airline counter to notify the employees of the damage to their luggage.

 

• For loss of luggage on domestic flights, the passenger must make a claim in writing within three days of the flight, both to the airline and to the aeronautical authority, in order to obtain a definitive solution. If the airline does not solve the problem, it will be penalized and forced to comply.