Understanding Your Rights as an Air Passenger
When traveling through Arenal Airport and beyond, you are protected by various laws and regulations that ensure fair treatment. This page outlines your rights under Costa Rican aviation law and international agreements.
Important: While this information serves as a general guide, specific details may vary depending on your airline, ticket type, and route. Always check with your airline for the most accurate information pertaining to your journey.
Key Passenger Rights
Flight Delays & Cancellations
Your rights when your flight is delayed or canceled.
- Short Delays (under 2 hours): Airlines should provide updated information and assistance
- Medium Delays (2-5 hours): Right to meals, refreshments, and communication
- Long Delays (over 5 hours): Right to reimbursement, return flight to origin, or re-routing
- Cancellations: Right to re-routing, refund, or return to origin plus compensation (unless due to extraordinary circumstances)
Denied Boarding
Your rights when you're denied boarding due to overbooking.
- Voluntary: If you agree to give up your seat, you're entitled to benefits negotiated with the airline
- Involuntary: You're entitled to:
- Compensation (varies by flight distance)
- Choice between refund, return flight, or re-routing
- Meals, refreshments, and accommodation if necessary
Baggage Issues
Your rights regarding lost, damaged, or delayed baggage.
- Lost Baggage: Compensation up to approximately 1,288 SDR (Special Drawing Rights, approximately $1,800 USD)
- Damaged Baggage: Compensation for repairs or replacement value
- Delayed Baggage: Reimbursement for essential items and necessities
You must file a Property Irregularity Report (PIR) before leaving the airport and submit a claim within specified timeframes (usually 7 days for damaged baggage and 21 days for delayed baggage).
Disability & Accessibility
Rights for passengers with disabilities or reduced mobility.
- Right to travel without discrimination
- Right to receive assistance at the airport and onboard the aircraft
- Right to transport mobility equipment at no additional cost
- Right to travel with a service animal (subject to documentation requirements)
- Right to accessible information about flights and services
These rights are protected under Costa Rican Law 7600 (Equal Opportunities for Persons with Disabilities Act).
Compensation Guidelines
The following table provides general guidelines for compensation under Costa Rican and international air passenger rights regulations:
| Situation | Flight Distance | Potential Compensation | Timeframe to Claim |
|---|---|---|---|
| Denied Boarding (Involuntary) | Flights up to 500 km | $125-250 USD | Within 1 year |
| Flights 500-1500 km | $250-400 USD | ||
| Flights over 1500 km | $400-600 USD | ||
| Flight Cancellation (without reasonable notice) | Flights up to 500 km | $125-250 USD | Within 1 year |
| Flights 500-1500 km | $250-400 USD | ||
| Flights over 1500 km | $400-600 USD | ||
| Lost Baggage | Any distance | Up to 1,288 SDR (approx. $1,800 USD) | Within 7 days (report) and 2 years (claim) |
| Damaged Baggage | Any distance | Repair cost or depreciated value | Within 7 days |
| Delayed Baggage | Any distance | Reasonable expenses for necessities | Within 21 days |
Extraordinary Circumstances
Airlines may be exempt from paying compensation (but not from providing care and assistance) in cases of "extraordinary circumstances" including:
- Political instability or civil unrest
- Extreme weather conditions
- Security risks
- Unexpected flight safety issues
- Air traffic management restrictions
- Natural disasters
How to Claim Your Rights
Contact Your Airline First
Submit your claim directly to the airline operating the flight. Each airline has specific procedures for handling claims related to flight disruptions, baggage issues, or other problems.
Maintain copies of all relevant documentation, including:
- Boarding passes and tickets
- Baggage claim tags
- Receipts for additional expenses
- Communication with the airline
Escalate if Necessary
If you are not satisfied with the airline's response or if they fail to respond within a reasonable timeframe (usually 30 days), you can escalate your claim to:
- Dirección General de Aviación Civil (DGAC): Costa Rica's civil aviation authority
- Comisión Nacional del Consumidor: Costa Rica's consumer protection agency
Consider Legal Options
If all else fails, you may consider legal action:
- Small claims court for minor disputes
- Legal representation for more complex cases
- Class action lawsuits for widespread issues
The applicable law will depend on your flight's origin, destination, and the airline's country of registration.
Frequently Asked Questions
What is considered a "significant" delay?
Under Costa Rican regulations, delays are categorized as follows:
- Short delay: Less than 2 hours
- Medium delay: 2-5 hours
- Long delay: More than 5 hours
Your rights and the airline's obligations increase with the length of the delay.
Am I entitled to compensation for weather-related delays?
Generally, extreme weather conditions are considered "extraordinary circumstances" beyond the airline's control. In these cases:
- You are not entitled to financial compensation
- You are still entitled to care and assistance (meals, refreshments, accommodation if necessary)
- You are entitled to reimbursement or re-routing if the delay exceeds 5 hours
The airline must provide evidence that the delay was caused by weather conditions that made safe operation impossible.
What should I do if my baggage is lost or damaged?
Follow these steps immediately:
- Report the issue at the airline's baggage service counter before leaving the airport
- Complete a Property Irregularity Report (PIR)
- Obtain a copy of the report with a reference number
- Keep all relevant documentation (baggage tags, boarding passes, receipts)
- Follow up with the airline within the specified timeframe:
- 7 days for damaged baggage
- 21 days for delayed baggage
- As soon as possible for lost baggage
Failing to report the issue before leaving the airport may affect your claim.
Can I get compensation for missed connections?
Yes, under certain conditions:
- Both flights must be part of a single booking (not separate bookings)
- The missed connection must be due to a delay or cancellation of the first flight
- The airline must be responsible for the delay (not extraordinary circumstances)
If these conditions are met, you are entitled to:
- Re-routing to your final destination at the earliest opportunity
- Care and assistance during the waiting period
- Compensation if the delay at your final destination exceeds 3 hours
What rights do I have if my flight is overbooked?
If your flight is overbooked and you are denied boarding involuntarily:
- You are entitled to compensation (amount varies by flight distance)
- You have the right to choose between:
- Reimbursement of your ticket and a return flight to your original departure point if relevant
- Re-routing to your final destination at the earliest opportunity
- Re-routing at a later date of your convenience, subject to availability
- You are entitled to care and assistance:
- Meals and refreshments
- Hotel accommodation if an overnight stay is necessary
- Transportation between the airport and hotel
- Two telephone calls, emails, or faxes
If you voluntarily give up your seat, your rights will depend on the agreement reached with the airline.
Passenger Rights Assistance
Phone: +506 2479 9060
Email: passengerrights@arenal-airport.com
Location: Main terminal, near information desk
Hours: 6:00 AM - 10:00 PM daily
Phone: +506 2441 8000
Email: info@dgac.go.cr
Website: www.dgac.go.cr
Phone: +506 2549 1400
Email: consumidor@meic.go.cr
Website: www.consumo.go.cr