Country Specific Policies

At Arajet, we follow specific regulations for each destination to ensure compliance with local laws. This includes travel document requirements, baggage rules, and safety measures.

Brazil

Legal Requirements Brazil

For travel origin/destination Brazil the following regulations are applicable: Brazilian Aeronautical Code, Anac Resolution N° 400/2016, Montreal Convention and the Consumer Defense Code.

Name Correction.

If you have identified an error in the name of a customer in your reservation Arajet must correct it without charge to the passenger as long as it does not characterize the transfer of an air ticket.

The error in the passenger's first or last name must be corrected by the carrier at no cost to the passenger. It will be up to the passenger to request rectification up to the time of check-in.

In the case of international flights involving different operators (interline), the costs of the correction may be transferred to the passenger.

Personal Item

All Customers may carry one (1) Personal Item in the cabin, weighing no more than 10 kg and not exceeding 15 "x9 "x7"/40x25x20cm, including wheels and handles.

Checked Baggage

In Brazil, the following items cannot be carried in your checked baggage: jewelry, computers, money, car keys, camera, cell phone, watch, tablet, personal documents, medicine.

Compensations in the form of vouchers.

The voucher credit and its validity must be informed to the passenger in writing, physically or electronically. The passenger shall be free to use the credit, including for the purchase of airline tickets for third parties.

Refund

The passenger may cancel the transportation contract within a period of 7 days from the ticket purchase date. If the passenger exercises the right of withdrawal, the refund will be made for the total amount paid at the time of purchase.

Canada

For legal requirements click here.

To learn about the rights for flights to and from Canada, click here.

For more information about your rights when flying to or from Canada with Arajet, please visit Rights for Flights to and from Canada.

If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.

Si l’embarquement vous est refusé, ou si votre vol est annulé ou retardé d’au moins deux heures ou si vos bagages sont perdus ou endommagés, vous pourriez avoir droit au titre du Règlement sur la protection des passagers aériens, à certains avantages au titre des normes de traitement applicables et à une indemnité. Pour de plus amples renseignements sur vos droits, veuillez communiquer avec votre transporteur aérien ou visiter le site Web de l’Office des transports du Canada.

Chile

Any passenger under 12 years of age whose origin or destination is CHILE must travel accompanied by their parents or at least one of them. Passengers under 18 years of age must be accompanied by a responsible adult. This requirement complies with the regulations established by the Dirección General de Aeronáutica Civil (DGAC).

Colombia

Identity of the legal entity
Name: ARAJET-SUCURSAL COLOMBIA
Tax ID: 901.605.410-2
Address: Bogotá D.C.
Address of the main domicile: Calle 81 No. 5-27
Registration No. 03539481
Date of registration: June 6, 2022
Telephone Sales: +57 (601) 5088283
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Withdrawal and retraction rights
Superintendence of Industry & Commerce
Civil Aeronautics of Colombia
Supertransporte
Policies for Prevention and Protection Against Exploitation

Guatemala

Important information on visa application for Dominican passengers traveling to Guatemala

Santo Domingo, January 25, 2023 – Arajet informs that the government of the Republic of Guatemala, through Resolution No. AMN 126-2023 dated January 24, 2023 by the National Migratory Authority, establishes that as of February 16, 2023 all Dominican citizens traveling to the Central American country must present a tourist visa granted by the government of that country. Dominican nationals with visas from the United States, Canada, Mexico, or the Schengen area, as well as persons who are permanent residents of these countries, are exempted from this immigration requirement.

Arajet informs that it has made the following options available to passengers who purchased tickets before January 27, 2023:
1- Passengers with flights scheduled on Arajet will have until February 28 to request reimbursement to the original method of payment or voucher, in case they do not comply with such immigration requirement.
2- Change of flight to Guatemala, up to 60 days after the original flight date, free of charge. Change of route at no cost for passengers with tickets purchased with destination Guatemala, up to the following 30 days of the original travel date, with the option of flying to Mexico, Salvador or Costa Rica, only paying the difference in taxes or fees if any difference applies.
3- Passengers with purchases from January 27, 2023 onwards and whose flight date is after February 14, must comply with these immigration requirements by the date of the flight.

Passengers may access these options through our reservations center in the Dominican Republic, +1 (829) 9476338. We invite all our Dominican passengers who plan to travel to Guatemala to inquire about the details of the immigration process at https://igm.gob.gt/visa-de-turista/ or with the diplomatic and consular authorities of Guatemala in Santo Domingo at (809) 381-0249 / (809)381-0167, where they can fill out the form to acquire the tourist visa.

Arajet reiterates that passengers who do not comply with the migratory requirement will not be able to board the flight as of the effective date of the disposition.

Dominican nationals who wish to enter Guatemala on any date prior to February 16, 2023 are subject to immigration control at the Airport.

Arajet ratifies its commitment to the safety and welfare of its passengers, and will make every effort to provide assistance to its passengers.