Profeco warns Aeroméxico, Viva Aerobús, and Volaris not to sell tickets that do not include the option of carrying hand luggage.
This charging practice is considered by Profeco as “abusive”, “since hand luggage is an inherent element of the passenger’s air transportation service, and its charging as an additional service is improper since it is not subject to negotiation.
Given the evidence that airlines charge for hand luggage, on Friday, November 5, Profeco required the three airlines to stop “abusive practices.”
“Profeco emphasizes that, under the warning of not doing so, among other actions, an Alert will be issued and procedures will be initiated for violations of the Law,” the institution pointed out in the document published this Monday.
Article 47 Bis, section IX, third paragraph of the Civil Aviation Law, establishes that: “… the passenger may carry up to two pieces of hand luggage in the cabin. The dimensions of each one will be up to 55 centimeters long by 40 centimeters wide by 25 centimeters high, and the weight of both should not exceed 10 kilograms … “.
Profeco recalled that the decision to transport checked baggage -which travels in the belly of the plane- is the passenger’s decision, while carry-on bags are inherent to the air transport service.
“It is warned that Aeroméxico, VivaAerobús and Volaris could engage in abusive commercial practices that violate the rights of passengers recognized in the Political Constitution of the United Mexican States, the Federal Consumer Protection Law and the Civil Aviation Law”, reiterated the Attorney’s Office.
Rights when traveling by plane:
Among some rights that users have when traveling on an airplane , Profeco details:
Fares and prices: the airline must disclose the applicable terms and conditions when purchasing the ticket.
Payment of compensation and compensation: they must be covered within a maximum period of 10 calendar days after the claim, except food.
Delay or delay: the causes or reasons for the flight delay or delay must be reported by electronic means or passenger service modules
What to do if they charge you for hand luggage?
In the event that the airline is not complying with these rules, a complaint can be filed in a Profeco Service Module, located at the Mexico City International Airport, from Monday to Sunday from 7:30 a.m. to 8:30 p.m. hours.
Holidays: 08:00 to 20:00.
You can also go to one of the Consumer Defense offices (ODECO). It can be called at: 5555-68-87-22. Office hours: 08:30 a.m. to 3:00 p.m.
On October 14, the head of Profeco, Ricardo Sheffield Padilla, assured that they were already working on the issue of the illegal collection of hand luggage by airlines, although at that time he did not mention the names.
“For about 60 or 90 days, all airlines unilaterally and illegally decided that the basic rate does not include your hand luggage. When the law specifically indicates it, and we have judicial resolutions in process that support it in this way, and thus interpret the law, ”said the federal official during the event The Development of the Tourism Sector from Standardization.
Procedure for filing the complaint
- Dial the Consumer’s Telephone (Telcon) 5568 8722 , for Mexico City and the metropolitan area, or 800 4688722 , from the interior of the Republic, from Monday to Friday from 09:00 to 18:00.
- Send your information to the account: firstname.lastname@example.org