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MAYAIR S.A. DE C.V.
ESTIMADO PÚBLICO EN GRAL, SOCIOS COMERCIALES PROVEEDORES, CON LA FINALIDAD DE OFRECER UN SERVICIO PERSONALIZADO, PONEMOS A SUS ORDENES NUEVA LÍNEA DIRECTA, CON UN HORARIO DE:

09:00 HRS. A 17:00 HRS. DE LUNES A SABADO.

NÚMERO TELEFÓNICO 99.88.70.00.10
E-MAIL VUELOS4@MAYAIR.COM.MX & CRC@MAYAIR.COM.MX

MAYAIR MANTENDRA SU PAG. WEB. EN RENOVACIÓN HASTA NUEVO AVISO.

SIN MÁS, ESPERAMOS SERVIRLES PRONTO CON NUEVAS RUTAS.

ATTE. DIRECCION COMERCIAL. ENE,2021.

Itinerary valid starting October 10, 2019

THIS TIMETABLE MIGHT CHANGE ACCORDING TO THE SEASON, PLEASE CONTACT OUR EXPERTS AT MAYAIR 8009629247 OR +52 998 8819413 OR YOUR PREFERRED TRAVEL AGENCY

Frequently Asked Questions.




BAGGAGE

What's the policy on luggage weight allowance? And How much for every extra pound?

Origin / Destination

Aircraft
Baggage type

 Baggage allowance
(per person)		 LB or KG extra or additional
(VAT included)

DORNIER		Carry-on5kg / 11lbs110.20 MXN per kg
5.80 USD per lb
Checked baggage20Kg / 44lbs

Are carry-ons accepted?

Yes, one piece per person. It must not exceed the following dimensions: tall 14.5 in (37 cm), wide 10.6 in (27 cm), long 17.7 in (45 cm) and its weight shall not exceed 11 pounds (5 kilos).

All carry-on baggage must be stowed under the seat.

Carry-ons may be requested for security reasons by the crew at the moment of boarding an return, when disembarking, at the arrival destination.


What's not permitted for transportation?

Any object that endangers the aircraft, the crew or the passengers or that its carriage is prohibited by law or aviation regulations.

Aerosol cans, pointed and/or sharp objects cannot be carried in the passengers’ cabin, but can be accepted if properly stored in checked baggage.



PAYMENT

What kind of currency is accepted in a MAYAir reservation?

We only accept Mexican Pesos and US Dollars.



I am a foreigner and my credit card was also issued abroad, what option should I use when booking?

At the option of "credit card issued at" must be selected: Outside Mexico to make your reservation to be processed in US dollars.


I am abroad and my credit card is Mexican, what option should I use when booking?

In the choice of "credit card issued at" must be selected Mexico for your reservation to be processed in Mexican pesos.



CHANGES

Are name changes allowed?

No.



Can I make changes to my itinerary once my reservation has been confirmed?

Yes. All changes require covering a fee according to the following table:


Routes

Outbound / Inbound

USD

MXN

Chetumal - Merida

$35

$420

Chetumal - Cancun

$35

$420


Cancun - Merida

$35

$420

Cancun - Chetumal

$35

$420

Cancun - Cozumel

$18

$220


Cozumel - Cancun

$18

$220

Cozumel - Merida

$35

$420


Merida - Chetumal

$35

$420

Merida - Villahermosa

$35

$420

Merida - Cozumel

$35

$420

Merida - Cancun

$35

$420


Villahermosa - Merida

$35

$420


Plus applicable taxes





PETS

Are pets allowed?

Yes.

"The Airline" does not allow pets to travel in the passengers cabin, the only exception being guide dogs used by blind people or people with limited emotional support. These guide dogs must be clean and wear harness, leash, muzzle and must have their vaccination certificate against rabies. For security reasons, "The Airline" can only carry one guide dog per flight. More information in article 17




TERMINALS

From what terminal MAYAir flights depart?

  • Cancun International Airport (CUN), New FBO
  • Cozumel International Airport (CZM), Main Terminal
  • Merida Manuel Cresencio Rejon International Airport (MID)
  • Villahermosa Capitan Carlos Rovirosa Pérez (VSA)
  • Chetumal International Airport (CTM)

Connecting flight times

  • The Airline has no responsibility on the connecting flight times of the passenger
  • It is the Passenger’s responsibility to take previsions on the connecting times with other airliners as of Domestic and International
  • For Domestic connections at least 2 hours is required for smooth check in, at the Domestic Departure Terminal
  • For International connections airport authorities require at least 3 hours for check in or up to 5 hours depending the airliner.


For more information, please read our Terms and Conditions ( terms_conditions )













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Founded in 1994, the first years of MAYAir were as a Charter Flight Company, becoming in the regional feeder airline for the Cancun-Cozumel shuttle with 6 daily round flights in comfortable 19-passenger Dornier 228 aircrafts by February 2009. This new stage for MAYAir started as a joint venture with Lomas Travel Group, a Destination Management Company interested in providing the best experiences to visitors of Cancun and Riviera Maya since 1981.

Our team counts with good history in the success of regional airlines operation, a safety system in line SSL (Secure Socket Layer), and an advanced licensed key program, with 100% safety transactions.


We want to consolidate as the best way to travel through the Mexican Southeast. Our mission is to be the connector of the Mexican Southeast and Cozumel with the mayor international airlines, while providing our customers a service characterized by safety, comfort and excellence.

Please check the captcha box to proceed


CONTACT US AT:

+52 998 8819413

©2021 MAYAir TODOS LOS DERECHOS RESERVADOS

Compensation and indemnity policies according to the current law

I) Booking Change (flight date or time) by MAYAir.

MAYAir may at any time and at its sole discretion make changes and/or amendments to the Flights, including but not limited to changes in dates and times.

For purposes of the above, MAYAir shall notify the Passengers by email to the account included by the latter in their Booking, the corresponding change in time and/or date, in order for the Passenger to take the necessary precautions.

MAYAir waives any liability in the event the notice of Booking Change is not seen by the Passenger, whether due to errors made by the Passenger in the disclosure of the email address provided when making its Booking or due to issues in the reception of emails. MAYAir assumes that the email address provided by the Passenger is valid and correct, insofar as the Passenger is the sole responsible for the disclosure and correct functioning thereof. Notwithstanding the foregoing, MAYAir recommends its Passengers to confirm the time of their flights before their departure contacting Contac Center or www.mayair.com.mx live chat.

Any delays in programmed Flight schedules that are less than 3 (three) hours or early arrivals in the programmed Flight schedules shall not be considered as Booking Changes.

MAYAir is not bound to pay any remuneration whatsoever or to perform any reimbursement to the Passenger when the delay, deviation, substitution or cancellation of a flight is due to causes that are not directly imputable to MAYAir, such as adverse weather, acts of God or force majeure, natural disasters, acts derived from a qualified authority, strikes, traffic control, any other security reason or any other circumstance that MAYAir cannot avoid or control.

II) Reimbursements for Cancellations.

In the event of a Reimbursement to a Passenger, the latter shall be entitled to receive the Reimbursement for the following concepts they have been acquired through the Sales Channels and effectively paid by the Passenger:

The Passenger must use the same name in case of having different flights scheduled under a single Booking Code, therefore, once a certain route has been performed under a certain name, the Passenger cannot make the change of name for the other routes. It shall be subject to the Civil Aviation Act (Ley de Aviación Civil).

III) Cancelled or Overbooked Flights.

The Passenger acknowledges and agrees that MAYAir does not accept the cancellation of Bookings and/or Complementary Services previously acquired by the Passenger.

In the event MAYAir issues Tickets that exceed the Airplane’s capacity or cancels a Flight for causes that are not directly imputable to MAYAir, which generate the refusal to board, MAYAir shall be subject to the Civil Aviation Act (Ley de Aviación Civil).

Passengers travelling on MAYAIR, hereinafter called "The Airline", are subject to the following terms and conditions:


ARTICLE 1 – DEFINITIONS

Whenever used in this Contract document, the following terms have the meanings indicated below:

  • ELECTRONIC TICKET – The electronic information of a reservation confirmed and paid for by "The Passenger" in the reservations system of "The Airline". This electronic ticket will allow "The Passenger" to travel with his/her baggage, without having a physical ticket, in flights operated by "The Airline".
  • PASSENGER RECEIPT – A receipt printed by "The Airline" for information purposes, where the name of "The Passenger", full itinerary, fare and taxes paid are shown.
  • DAYS - The calendar days including Sundays and public holidays.
  • BAGGAGE - All documented and not documented baggage.
    1. 1.- DOCUMENTED BAGGAGE – All articles and personal effects owned by "The Passenger", who delivers them to "The Airline" in exchange for a tag or baggage claim ticket. The baggage will be in custody of "The Airline" until the end of the journey and upon presentation of this tag or baggage claim ticket will be returned to "The Passenger".
    2. 2.- NON-DOCUMENTED BAGGAGE – All items and personal effects that "The Passenger" keeps in its custody.
    3. 3.- LUGGAGE TAG – The document issued by "The Airline" as proof of reception of baggage to be documented and to be kept in its custody. One part of the tag is attached to the baggage and the other is given to "The Passenger" so he/she can receive it at the end of the journey.
  • PASSENGER – Any person, with the exception of the members of the crew, who has paid an electronic ticket and is transported in the aircraft with the permission of "The Airline".
  • DISABLED PASSENGER – Any person whose mobility is reduced due to physical disability (sensory or locomotive, permanent or temporary), intellectual disability or impairment, or any other cause of disability or age, and whose situation needs appropriate attention and adaptation to his/her particular needs, of the service made available to other passengers.
  • BOARDING PASS – Document issued by "The Airline" and handed over to "The Passenger" authorizing him/her to enter the boarding areas. This document must indicate the passenger’s name, flight number, date, origin and destination of the trip.
  • ONE WAY TRIP – The journey from a point of origin to a point of destination, without return.
  • ROUND TRIP – The journey from a point of origin to a point of destination and back.
  • SCHEDULED FLIGHTS – Flights duly authorized by the Federal Government operating regularly in a given route and frequency.
  • DIRECT FLIGHTS - Air transportation service from a point of origin to a point of destination onboard the same aircraft, regardless if there is one or more intermediate stopovers. "The Passenger" must not disembark in any of the stopovers, unless instructed by the aircraft’s Commander.

ARTICLE 2 – SCOPE

The terms and conditions contained in this contract establish that "The Airline" is obliged to transport "The Passenger" and his/her baggage for a fee, and if necessary, other additional charges, from a point of origin to a point of destination, as well as other services related to such air carriage, exclusively in the routes established by "The Airline".

The electronic ticket issued by "The Airline" is proof of the existence of this contract. In addition to the provisions stated in this contract, the service of air transport is governed by the Civil Aviation Act and its regulations on flights within the country.

If the journey of "The Passenger" includes an intermediate or final destination in a place outside the country where the flight originated, the Warsaw Convention may be invoked, which in most cases limits the scope of the carrier's liability for injury or death of "The Passenger" as well as the loss or damage of his/her baggage.


ARTICLE 3 – PASSENGERS AND BAGGAGE CHECK

For reasons of safety or health all passengers and their baggage are subject to inspection, whether in physical or electronic form. "The Passenger" should allow airport authorities, or staff hired by the "The Airline", to perform the procedures they deem necessary.


ARTICLE 4 – TRANSPORTATION OF INFANTS AND UNACCOMPANIED MINORS

INFANTS - A child from 0 to less than 2 years of age is considered as an infant. Infants may travel for free provided they are accompanied by an adult paying full fare. Infants will have no baggage allowance or right to take a seat, unless they pay the corresponding fee. Each adult passenger may only carry an infant without additional charges.

MINORS - Children from 2 years of age must pay 100% of the fare and will be entitled to a seat and corresponding baggage allowance. Unaccompanied minors younger than 7 years are not allowed on flights operated by "The Airline".

UNACCOMPANIED MINORS - "The Airline" allows the travel of unaccompanied children from seven to fourteen years of age in NONSTOP flights (direct flight from point to point) only. A RESPONSIBILITY LETTER signed by the parents or legal guardians of the child and a LETTER OF AGREEMENT signed by the adult who will receive the child at the arrival airport must be presented upon boarding. "The Airline" is NOT responsible for coordinating with the person who receives the child on arrival.

"The Airline" allows travel of unaccompanied children over fourteen years of age on all routes. A RESPONSIBILITY LETTER signed by the parents or legal guardians of the child."The Airline" is NOT responsible for the custody of the child during stopovers or for coordinating with the person who receives the child on arrival.


ARTICLE 5 – TRANSPORTATION OF ELDERLY PASSENGERS

Transportation of elderly people will be accepted as long as they can look after themselves. If not, they must travel with a companion who can assist them throughout the flight.

If special services are required, such as a wheelchair, please request them at the time of making the reservation.


ARTICLE 6 – DENIED BOARDING

For security reasons "The Airline" may refuse to provide transportation to any person and/or his/her baggage, at any embarkation or connection point without "The Passenger" being entitled to a refund of the fare paid, according to the following criteria:

  • By Governmental order or according to applicable laws:

    If a passenger does not comply with the laws, regulations or existing Governmental provisions or if any authority prohibits his/her documentation or boarding of the aircraft.

  • Passengers and their belongings’ security check:

    Any passenger who refuses to be checked in his/her person or belongings for explosives, hazardous materials, smuggling, weapons or dangerous articles.

  • Identification:

    Any passenger who refuses to identify himself/herself.

  • Special medical requirements:

    "The Airline" may deny transportation to people requiring special services or medical equipment that could not be authorized or could not be accommodated in the aircraft, such as: medical oxygen cylinders for use onboard, incubators, medical equipment or people who must travel on a stretcher.

  • Pregnant Travelers:

    In last month of pregnancy, traveler will you need a doctor's letter signed within 72 hours of travel, indicating that, based on a medical examination, travel on specified date doesn't pose a health risk. However if client presents signs of labor Travel is prohibited.
    Either , disclaim letter should be handed in to the airline prior boarding.

  • Disabled people:

    "The Airline" may accept transportation of disabled passengers on scheduled flights if authorized by the Airport Manager or Supervisor on Duty and subject to the following conditions:

    1. 1.- That such transportation does not jeopardize their safety, that of other passengers, the aircraft or its crew.
    2. 2.- They must travel with a companion if their physical or mental conditions prevent them from fending for themselves during the flight.
    3. 3.- People who cannot travel with their seat in the upright position during takeoffs and landings, as indicated by the Federal Aviation Safety Regulations, may be accepted as passengers on a stretcher and should comply with all the appropriate requirements for their transport.
    4. 4.- Seats located at emergency exits will not be assigned to these passengers, as a rapid evacuation of the area will be required in case of contingency.
  • Safety and Comfort:

    "The Airline" may remove from the aircraft or refuse to transport at any point, passengers within the following categories and which represent a danger to the safety or comfort of other passengers

    1. 1.- People who show an aggressive, offensive, threatening, undisciplined, intimidating or violent conduct.
    2. 2.- People whose attire is lewd, lustful, obscene or partially offensive.
    3. 3.- Unshod people, unless unable to wear shoes due to disability or disease.
    4. 4.- People who are bulky, tall or that their physical condition prevents them from sitting down or using the seat’s safety belt and do not have a device that allows to fix them to the aircraft’s seat. A special service, that needs to be coordinated with the ground staff, can be provided to these passengers.
    5. 5.- People in such condition of cleanliness and personal hygiene that cause or may cause damage, annoyance or discomfort to other passengers.
    6. 6.- People under the influence of alcohol or illegal drugs.
    7. 7.- People with contagious skin diseases which may constitute a source of infection for others or that their appearance is repulsive.
    8. 8.- Visibly ill people failing to present a medical certificate that endorses that their physical condition is satisfactory for air travel.
    9. 9.- People who do not meet any immigration, health or customs requirement stipulated by the authorities of the country of origin or destination of the flight.

ARTICLE 7 – FARES - GENERAL

  • Air transportation is subject to specific fares and charges according to the date on which the reservation was paid.
  • An increment on fares will not apply to bookings already paid, unless "The Passenger" makes changes to modify the original reservation, in which case he/she must pay the difference between the fare paid and the new fare. "The Airline" reservations staff has an obligation to inform "The Passenger" about the increment and about how much such a change would cost before making any alterations to the original itinerary.
  • Fares are published in "The Airline" internet reservation system (www.mayair.com.mx) and can also be obtained through the Telephone Reservations Center.
  • All published fares and charges are presented in Mexican Pesos or its equivalent in US Dollars according to the current exchange rate. Stopovers are not allowed in any published fares (see Article 18).

ARTICLE 8 – RESERVATIONS

"The Airline" requires that all reservations are paid in full before departure of your flight. Reservations can be made at:

  • Internet website www.mayair.com.mx
  • Reservations Centers in
    • Cancun: 800 962-9247 or (998) 881-9413
    • Cozumel: (987) 872-3609
  • The counters at
    • Cancun International Airport (CUN), New Terminal FBO
    • Cozumel International Airport (CZM), Main Terminal
    • Merida Manuel Cresencio Rejon International Airport (MID)
    • Villahermosa Capitan Carlos Rovirosa Pérez Airport (VSA)
  • Once a reservation has been made and paid in full "The passenger" will receive a confirmation code via email

ARTICLE 9 – TICKETS - GENERAL

  • "The Airline" will not use printed tickets, which means that there will be no tickets issued on paper as a means to validate the right to transportation. "The Passenger" will obtain from "The Airline" an electronic ticket which shall contain the general information of the booked flight including: the passenger's name, reservation code, route, schedule and fare. The terms and conditions of the contractual relationship between "The Passenger" and "The Airline" may be consulted on the website www.mayair.com.mx
  • No person may be transported unless his/her reservation has been paid in full prior to boarding. Payment information must be electronically registered in the reservation system of "The Airline".
  • "The passenger" is obliged to present official photo identification in order to prove to be the holder of the flight reservation.
  • For fiscal purposes the electronic ticket is a tax receipt.
  • Once a reservation is paid in full it will be valid for the specific time and date that it was made for.
  • "The Passenger" should cover the appropriate fees as a result of changes in time, date or rescheduling due to lost flight, as per the Table of Fees
  • "The Airline" does not allow the change of name on reservations.
  • "The Airline" allows a person to pay for a reservation made on another passenger's name. Once the payment is done, the person whose name appears on the reservation must show up at airport one hour prior to his/her flight departure time, and identify himself/herself presenting a valid official photo identification.
  • For his/her own comfort and that of the rest of the passengers, a person must buy more than one electronic ticket in the following cases:
    1. 1.- People who show an aggressive, offensive, threatening, undisciplined, intimidating or violent conduct.
    2. 2.- People whose attire is lewd, lustful, obscene or partially offensive.
    3. 3.- Unshod people, unless unable to wear shoes due to disability or disease.

ARTICLE 10 – BOARDING PASSES

  • To board the aircraft an electronic ticket is needed as it will serve as a boarding pass. The electronic ticket is issued by "The Airline" once a reservation is made and paid in full.
  • "The Passenger" must show up at the documentation counters at least one hour before the departure of the flight. "The Airline" will not refund the cost of the ticket nor will be liable for any travel expenses of any passenger failing to comply with this requirement.

ARTICLE 11 – FLIGHT CHANGES

  • "The Passenger" may change the time and date of his/her reservation, up to four hours before departure if requested by phone, or up to one hour before departure if requested in person at the airline’s stands located at the airport. Changes are subject to availability and prevailing rates at the time of requesting them.
  • If "The Passenger" does not show up for his/her flight on the day and time reserved, he/she will lose the right to used the corresponding segment of the reservation. In case of round-trip flights, there will be no changes or refunds for the missed segment, but he/she will be able to use the corresponding return flight segment.
  • "The Passenger" should cover the appropriate fees as a result of changes in time, date or rescheduling due to lost flight, as per the Table of Fees.
  • "The Airline" does not allow the change of name on reservations.

ARTICLE 12 – BILLING

  • For tax purposes, the purchased electronic ticket can be invoiced to declare taxes, having an ID tax, should BE down loaded from the following airline website invoicing link https://www.mayair.com.mx/es/factura.
  • If an original duplicate is needed, it should be requested by emailing xm.moc.riayam@crc up to two days after the flight date. Failure to request it during this period will cause the fiscal ticket to be lost, and only a proof of purchase will be delivered.

ARTICLE 13 – GROUPS

  • To board the aircraft an electronic ticket is needed as it will serve as a boarding pass. The electronic ticket is issued by "The Airline" once a reservation is made and paid in full.
  • "The Airline" does not offer group fares. Regular fares will apply to all bookings. "The Airline" reserves the right to limit the amount of seats offered on any flight for group reservations.

ARTICLE 14 – DOCUMENTED BAGGAGE

"The Airline" will accept baggage to be documented one hour prior to the departure of the flight. Documented luggage for later dates will not be accepted.


ARTICLE 15 – BAGGAGE ALLOWANCE AND EXCESS CHARGES

Each passenger with a paid electronic ticket will be entitled to transportation, without additional charge, of his/her baggage according to the following criteria:

  • Free baggage allowance per passenger is a piece of up to 44 pounds. "The Passenger" must pay $2.5 USD + tax per each additional pound in excess. This pricing and allowance is entitled for the DORNIER228 aircraft.
  • Other routes and FOKKER50 aircrafts luggage allowance per passenger is 55lbs/ 25kgs , extra pound 10USD plus tax.
  • For the acceptance of musical instruments, fragile items, electronics, computers, scuba diving equipment or any other equipment which exceeds the allowed weight, "The Passenger" must pay the excess fee per additional kilo mentioned above.
  • Children transported as infants without a charge are not entitled to free baggage allowance.
  • Some articles may be considered as a substitute for a piece of luggage, or until completion of the established weight limit, can be documented as baggage without additional charge, including but not limited to:
    1. 1.- A sleeping bag.
    2. 2.- A hiking, marine or military-style backpack.
    3. 3.- A golf bag containing clubs, balls and one pair of golf shoes.
    4. 4.- A pair of water skis.
    5. 5.- A fishing kit (fishing rod and fishing box) properly packed.
    6. 6.- Any appliance or assistive device of a disabled passenger.
    7. 7.- Any other equipment not mentioned in this list should be considered as extra and may not be included in the free baggage allowance.
  • The above list may be amended at any time and without prior notice.
  • The cost of transporting a bicycle is $50 USD + taxes (one way)

ARTICLE 16 – BAGGAGE - LIMITATION OF LIABILITY

"The Airline" liability is limited to loss or damage of baggage in domestic routes as provided by the regulations governing air transport in Mexico, the Civil Aviation Act, and/or the General Communication Routes Act.


ARTICLE 17 – BAGGAGE ACCEPTANCE

  • Inspection - All baggage to be transported by "The Airline" will be subject to inspection by the security personnel or Governmental Authorities.
  • Acceptance - "The Airline" will accept one piece of baggage per person and the necessary articles and personal effects for the use and comfort of "The Passenger" during his/her trip, subject to the following:
    1. "The Airline" will not transport any baggage in a flight different than the one the passenger is booked on.
    2. "The Airline" will deny transportation of baggage if it exceeds the allowed weight or volume, in such a case "The Passenger" will be responsible for making appropriate arrangements and payments to the Cargo department.
    3. "The Airline" will not accept as baggage any object which its content endangers the aircraft, the crew or the passengers. Nor will accept articles that can be damaged during the journey or damage other passengers’ baggage or that its carriage is prohibited by law or aviation regulations.
    4. "The Airline" will not be responsible for damage or loss of items of value, such as money, jewelry, photographic equipment, objects of art, medicine, valuable documents, negotiable instruments, shares or perishable articles or of easy decomposition, articles that have been poorly packed or packaged in inappropriate baggage.
    5. Certain articles will be transported under the exclusive risk of "The Passenger" and "The Airline" will not accept any responsibility for damage or loss of such items.
  • Any claim relating to damages or loss of baggage or its contents should be conducted by the "The Passenger" before leaving the airport.
  • "The Airline" will deny transportation of firearms, ammunition or explosive materials unless "The Passenger" has a special permit issued by the Ministry of Defense or any competent authority.
  • The airline is not liable for the transportation of any kind of valuable items in documented luggage.

ARTICLE 18 – CARRY-ON BAGGAGE

  • "The Airline" will determine based on weight, measurements or content, whether carry-on baggage can be transported in the passengers’ cabin or not.
  • The size of a carry-on baggage must not exceed the following dimensions: tall 14.5 in (37 cm), wide 10.6 in (27 cm), long 17.7 in (45 cm) and its weight shall not exceed 11 pounds (5 kilos).
  • All carry-on baggage must be stowed under the seat.
  • All carry-on baggage is the exclusive responsibility of "The Passenger". "The Airline" will not be liable for damaged, lost, forgotten or stolen carry-on baggage.
  • "The Airline" may authorize in some cases that disabled passengers carry, in addition to their luggage, some necessary items such as medical or assistive devices.
  • "The Airline" will refuse to carry instruments or articles as carry-on baggage if they put the passengers, the aircraft or its crew at risk.
  • Carry-ons may be requested for security reasons by the crew at the moment ot boarding and return, when disembarking, at the arrival destination.

ARTICLE 19 – ANIMAL TRANSPORT


"The Airline" may determine at its discretion whether to accept the transport of animals in accordance with the following terms:

  • Types of Animals

    1. Service Animals: "The Airline" does not allow pets to travel in the passengers cabin, the only exception being guide dogs used by blind people or people with limited emotional support. These guide dogs must be clean and wear harness, leash, muzzle and must have their vaccination certificate against rabies. For security reasons, "The Airline" can only carry one guide dog per flight.

      Important: Any customer who wishes to travel with a guide dog on board the flight, must mention this special need when making the reservation. Guide dogs fly free. When boarding, all the above mentioned requirements must be met. Passengers who require emotional support animals must submit a letter from a physician, on official letterhead, indicating the need to travel with the pet at all times.

    2. Pets: Cats and dogs (no exotic animals are accepted) will be transported in the luggage compartment, which is maintained at the same temperature and pressure as the main cabin.
  • Requirements
    1. Animals must be properly carried in a metal, wood or hard plastic container that can be securely closed but not locked. The container should be waterproof and prevent animal escape, have proper ventilation without allowing any part of the animal to protrude and include absorbent material. Additionally, the container should be large enough to allow the animal to stand and turn around.
    2. The measures of the container cannot be greater than one piece of regular hand luggage (15 in x 11 in x 9 in).The maximum weight of the pet documented for transport in the baggage compartment must not exceed 55 pounds (price per extra pound: $ 3 USD plus tax).The cage must not exceed the following measures: 20 in wide by 35 in high.
    3. "The passenger" shall present a Health Certificate indicating that the pet is healthy enough to travel, free of diseases communicable to humans and has been properly vaccinated. In the case of females, they should not be pregnant.
  • Rates
    1. The rate for transporting pets is $ 40 USD plus tax. This rate is independent of the baggage that "The passenger" might document.

ARTICLE 20 – GROUND TRANSPORTATION

"The Airline" assumes no responsibility for transportation costs of passengers and their baggage between any airport and some other point as a result of certain incidents in the interruption of their itinerary. These expenses shall be covered by "The Passenger".


ARTICLE 21 – STOPOVERS

  • All fares published by "The Airline" are valid only for journeys from one point of origin to a point of destination and do not allow stopovers.
  • Should a stopover is required "The Passenger" must pay the sum of the appropriate published fare for flights between the point of origin and the point of stopover plus the appropriate published fare between the point of stopover and the point of final destination.

ARTICLE 22 – DELAYS AND CANCELLATIONS

  • "The Airline" is not obliged to pay any compensation or to make any refund to "The Passenger" when the causes of delay, diversion, substitution or cancellation of a flight is due to causes not attributable to "The Airline" such as adverse weather conditions, acts of God, unforeseen circumstances, natural disasters, acts arising from a competent authority, strikes, air traffic control or any other reason of security, force majeure, or any other situation that "The Airline" cannot prevent or control.
  • "The Airline" will accept baggage to be documented 30 minutes prior to the departure of the flight. Documented luggage for later dates will not be accepted.
  • "The Airline" will make an effort to notify all affected passengers of the changes in the itinerary and services not offered and will commit to do the utmost to transport them and their baggage with reasonable diligence.
  • The hours indicated in itineraries or elsewhere are not guaranteed nor form part of the contract. If necessary and without notice, "The Airline" can be replaced by other carriers, use other aircrafts and modify or eliminate stopovers indicated in the electronic ticket. Schedules are subject to change without notice.
  • "The Airline" does not assume responsibility for connecting flights booked by the "The Passenger".
  • The Airline has no responsibility on the connecting flight times of the passenger.
  • It is the Passenger’s responsibility to take previsions on the connecting times with other airliners as of Domestic and International.
  • For Domestic connections at least 2 hours is required for smooth check in, at the Domestic Departure Terminal.
  • For International connections airport authorities require at least 3 hours for check in or up to 5 hours depending the airliner.

ARTICLE 23 – SMOKING

According to federal law smoking is prohibited in all flights operated by "The Airline".


ARTICLE 24 – REFUNDS

  • All fares published by "The Airline" are non-refundable, except in the cases specifically mentioned in this article.
  • The fare paid for non-refundable electronic tickets can be used for transportation at a future date or can be used for the purchase of a new ticket, provided the journey is carried out in its entirety within one year from the date the original electronic ticket was issued. However, the rate of the new electronic ticket may be higher and/or have different terms, conditions or restrictions.
  • "The Airline" may reimburse the cost of the electronic ticket in the following cases:
    1. Cancellations – If the route of "The Passenger" is cancelled in its entirety or ends before it reaches its final destination due to reasons attributable to "The Airline", a reimburse of the unused portion or portions of the electronic ticket can be made or offered to be used for transportation at a future date.
    2. Denied boarding denied – if the boarding is denied to "The Passenger" due to reasons attributable to "The Airline", a reimburse of the unused portion or portions of the electronic ticket can be made or offered to be used for transportation at a future date.
    3. "The Airline" will not accept as baggage any object which its content endangers the aircraft, the crew or the passengers. Nor will accept articles that can be damaged during the journey or damage other passengers’ baggage or that its carriage is prohibited by law or aviation regulations.
  • "The Airline" may refund the charges according to the original method of payment and in the currency originally used or in Mexican Pesos.

ARTICLE 25 – COMPLIANCE WITH THE LAW AND GOVERNMENTAL REGULATIONS

"The Airline" is committed to the integrity, security and quality of customer care provided to its passengers, thus the transportation service complies with all provisions dictated in Mexico by the Communications and Transport Secretariat and the General Directorate of Civil Aviation; and in the United States by the Department of Transportation, the Federal Aviation Administration and the Transportation Security Administration; as well as with any related authority not mentioned in this contract, therefore, its compliance is compulsory for "The Airline" and "The Passenger".


ARTICLE 26 – CHANGES IN THE CONTRACT

"The Airline" reserves the right, within the limits permitted by law, to change, delete or add without prior notice any of the terms of this agreement.


ARTICLE 27 – PAYMENT INFORMATION

Important notice:
To ensure the security of transactions made via Internet or Call Center, it will be necessary to present the credit card used to make the reservation, and an official identification of the cardholder when checking in to board your flight.

Customers that have booked their flights using a credit card which is not under their name, must submit a copy of both sides of the used credit card, duly signed by the cardholder authorizing the charge along with the copy of the ID, when checking in to board their flight.

Failure to comply with the above provisions may be grounds to deny boarding.

This purchase will appear as VIAJES TURQUESA DEL CARIBE MEXICANO SA DE CV in your Credit Card statement.

PRIVACY AND DATA PROTECTION POLICY

In compliance with the Mexican Federal Law for the Protection of Personal Data in Possession of Private Entities (hereafter the law), which has the purpose of protecting the personal data held by private parties (hereafter the information), MAYAir provides the following Privacy and Data Protection Policy.

1. Data Protection Liability

Mayair, S.A. de C.V. (hereby MAYAir), located in Calle de Acceso L28, Manzana 16 Lote 37 Supermanzana 309, Letra Interior "M", Cancún, Quintana Roo, México, Post Code 77560. The Web Development department, located in the address specified before, is liable for the protection of the information and may be contacted via e-mail to the following address: webmaster@mayair.com.mx

2. Personal Information Requested

MAYAir will request personal information to all the people who uses our online and call centre services, in order to process, follow-up, and confirm the service(s) hired to MAYAir. The information requested to the users includes, but is not limited to: full name, e-mail address, mailing address, postcode, birth date, credit card information and additional information important for the reserve and payment processes. The credit card information is used for the payment process during the hiring of the services provided by MAYAir.

When filling the registry forms or giving the information to any representative of the call centre, the information owner gives full and voluntary consent to providing the personal information that may be requested on the understanding that in case that the user decides not to share any of the mandatory information he/she will not be able to access to the services which necessitate such information; nonetheless, will be able to access to all the other services provided inasmuch as the personal information is not required. MAYAir in no case and in no circumstance will keep, store, nor file any sensitive personal information such as race, ethnicity, health status, genetic information, religion a/o belief, membership to any union or such group, political conviction, sexual preference, etc.

Furthermore, MAYAir compiles the e-mail addresses of all the people that use these services to communicate with MAYAir, the additional information regarding the web pages visited through their visit to the website, and any other information given voluntarily, including but not limited to polls, surveys, or online registry forms.

The information provided as a user of the website may be utilized to: contact the user provided that any change on the reservation is made, detect a/o prevent possible cyber-crimes, to make customer surveys and polls, manage the customer-company relations and improve the website’s content. In the case that the user provides MAYAir with its phone number, it will be used as a means of communication in the event that any change in the reservations is made, or in any concern related to the payment process.

The personal information that, as a user of our website a/o Call centre, is provided to MAYAir must be true and in accordance with your present situation.

3. Data Transfer

Personal data may be transferred a/o shared with trading partners, associates, suppliers; financial, banking and credit institutions, subsidiary partners, subsidiaries, affiliates, branches and third parties such as hotels, leasing companies, airlines, tour suppliers, etc., to verify and confirm the booking(s).

4. Privacy and Personal Data Protection.

MAYAir uses the most advanced technologies and processes for the protection of the information provided by the data owners. These technologies encode, cipher, and prevent the interception of any data a/o information provided through the internet and the Call centre, including but not limited to: credit card numbers and e-mail addresses. MAYAir establishes and maintains administrative, technical and physical measures in order to safekeeping the personal data from: damages, loss or alteration, destruction or misuse, breach or unauthorized processing. The MAYAir website encloses links a/o hypertexts, advertising, buttons, and search engine tools onto the internet that, when clicked on or accessed by, connect the user to other portals and websites owned by third parties. Notwithstanding the fact that in some particular cases some of this third-party-owned websites are framed with the navigation bar a/o the design and appearance of the MAYAir website; the information that the user provides to any and all of these websites and portals is not covered under these Privacy Policy and MAYAir will not be liable for the navigation and use of personal information within third-party-owned portals and websites, consequently, it is recommended that the user of the website to verify the notices and privacy policies established or applicable to these third-party-owned portals and websites.

MAYAir commits to keep the user’s information undisclosed, and will not transfer the information to any third party unless prior consent from the user; with the exceptions mentioned on the Federal Law on Protection of Personal Data Held by Private Parties in its art.37; as well as executing the Data Transfer in observance of the present Law

Article 37. Domestic or international transfers of data may be carried out without the consent of the data owner in the following cases:

  • I. Where the transfer is pursuant to a Law or Treaty to which Mexico is party;
  • II. Where the transfer is necessary for medical diagnosis or prevention, health care delivery, medical treatment or health services management;
  • III. Where the transfer is made to holding companies, subsidiaries or affiliates under common control of the data controller, or to a parent company or any company of the same group as the data controller, operating under the same internal processes and policies;
  • IV. Where the transfer is necessary by virtue of a contract executed or to be executed in the interest of the data owner between the data controller and a third party;
  • V. Where the transfer is necessary or legally required to safeguard public interest or for the administration of justice;
  • VI. Where the transfer is necessary for the recognition, exercise or defence of a right in a judicial proceeding, and
  • VII. Where the transfer is necessary to maintain or fulfil a legal relationship between the data controller and the data owner.

5. Use of Bank Card Information Liability

For security reasons "The Airline" may refuse to provide transportation to any person and/or his/her baggage, at any embarkation or connection point without "The Passenger" being entitled to a refund of the fare paid, according to the following criteria:

MAYAir commits to respect the privacy of all its customers; in the particular aspect of this website, to all those who make online booking or book through the Call centre. In order to ensure the safety of all the online operations a SSL certificate is used in its website, which protects the data sent from the user’s web navigator onto MAYAir’s website and databases. All the information regarding the transactions made with a credit card is ciphered in order to keep the user’s information safe and private.

All the personal information provided by MAYAir customers, such as full name, mailing address, e-mail address, telephone number, and any other data concerning the booking through the online payment process, will be considered as strictly confidential, unless specified otherwise by the customers.

6. Use of “Cookies” and IP Addresses

MAYAir’s data server will send data to the user’s web navigator, same that will be stored in the user’s computer hard drive. This allows MAYAir to identify the devises employed by the user to access to its portal. This whole process is known as the use of “cookies” or IP address. Through the use of these “cookies” or IP address MAYAir is able to offer a personalized service to all its users for it permits, among other things, to issue publicity and promotion campaigns, measure the online audience and traffic in its websites visited by the user. Through these “cookies” or IP address the user is not personally identified, what is identified is the public

IP address from where the user is accessing the website.

7. Access to Personal Data

Users of the services provided by MAYAir have the right to access the personal data they provide to its database, and to the detail of the treatment given to them, the right to rectify the data in cases where such data is inaccurate and incomplete, cancel them when deemed as unnecessary for any of the purposes mentioned in the present Privacy Policy, or when considered that such data is being used for the aim agreed in the present document, or when the contractual relationship of the service(s) or good(s) has ended, when disagreeing to the treatment of such for the specific means. The Law grants four rights to assert (the ARCO rights):

  • Access to your personal data to learn which of it is being in safekeeping, if they are correct or updated and the means by which they are being used.
  • Rectification of such data in the case it is inaccurate, incorrect or not updated.
  • Cancellation, consisting of erasing such personal data when considered that it is not being used in compliance with the means established in the present Privacy Policy.
  • Opposition to the treatment given to your personal data regarding any of the means established in the present Privacy Policy.

Users have the right to abrogate the given consent for the treatment of their Personal Data in order for them not to be used furthermore, in addition to this, the consent to receive promotions and special offers by telephone or e-mail can be revoked.
In order to exercise the ARCO rights or the right to revoke the consent for the use of personal data, the User must send a written notification in Spanish to MAYAir to the following e-mail address: webmaster@mayair.com.mx , or send it to the Web Calle de Acceso L28, Manzana 16 Lote 37 Supermanzana 309, Letra Interior "M", Cancún, Quintana Roo, México, Post Code 77560. In such written notification it must be specified: Full name, registered e-mail, mailing address, a telephone number, and a copy of the user’s ID must be attached.
MAYAir will contact the user in follow up to the request in the consecutive 15 working days of the reception of such notification and attachments hereby solicited, to communicate whether the revoke proceeds or not, inform its rectification, perform the necessary steps to cancel the utilization of the user’s personal data, or end its usage.

8.Modification of the Privacy Policy

MAYAir reserves the right to modify or amend totally or partially the present Privacy Policy if necessary; such amendments will be valid upon the date of publication in its website

9. Acceptance of the Terms

This Privacy Policy is subject to the terms and conditions in the website of Mayair, S.A. de C.V./www.mayair.com.mx hereby described; which constitutes a legal agreement between you and Mayair, S.A. de C.V. If, as a user you utilize the services of Mayair, S.A. de C.V. a/o www.mayair.com.mx it will be understood that you have read, comprehended and agreed with the terms hereby presented.

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