Skip to main content

Frequently Asked Questions

Reservations, purchases and travel

How can I get a quote and make a reservation?

If you want to book or get a quote for any of our flights, you can do it online. Use the option "Get a quote and make your reservation" and follow the steps to buy tickets using your mobile phone or computer.

If I make a typing error when entering my name on the ticket, what can I do?

Contact our call center so it can verify your case. Be aware that the request must be made at least 24 hours before the departure of your flight.

How can I be sure that my purchase went through correctly?

Check the receipt in the email we send you, which contains your ticket number.

Can I make a reservation and buy my ticket later?

At the moment, you cannot reserve on our website without a purchase, but you can make a reservation through our call center.

Are airport taxes included in the ticket price?

Taxes are included in the cost of your tickets. You can view these in the fare breakdown on your bill.

Refunds and cancellations

Can I request a ticket refund?

Tickets may or may not be refundable, depending on the fare rules selected at the time of purchase. The fare rules specify whether the ticket is refundable or not, as well as the amounts that must be deducted.

If your ticket is refundable, the penalty for that fare will be deducted. 

If the ticket is not refundable, you can use it as a payment for a new one. 

Who gets the refund?

The refund is paid to the passenger shown on the ticket, after presentation of satisfactory proof of purchase (invoice or credit card statement). 

When can I request a ticket refund?

The refund must be requested during the validity period of the ticket. After the expiration date on the ticket, no refund can be requested. You can check the validity of your ticket with our call center or sales office.

Where should I apply for a refund?

This is based on where you made your purchase:

  • If you purchased your ticket through a travel agency, you must go to that agency to request a refund. 
  • If your purchase was made in a Paranair sales office, you should contact that office.
  • If you purchased your ticket through the Paranair.com website or our call center, you can request a refund from our sales office or call center.

The refund will be made in the same currency in which the purchase was made.

What is Paranair's refund policy in case of cancellations or other inconvenience caused by the airline?

In the event that Paranair is responsible for cancellation due to causes attributable to the airline, for example, aircraft mechanical failure, maintenance issues, or logistical problems with the equipment, among others, you may request a full or partial refund of your ticket, as the case may be. This type of refund is called involuntary. 

Baggage

What is the checked baggage allowance?

The weight of a checked bag may not exceed 50 lb (23 kg), and its total outside dimensions (height + length + width) must not exceed 62 in (158 cm).

What is the carry-on baggage allowance?

You may carry a single item weighing up to 11 lb (5 kg), with the maximum dimensions being: 11.8 in. (30 cm) x 11 in. (27 cm) x 7.9 in. (20 cm) (height x length x width), including accessories, wheels and handle. Find out more about carry-on baggage. 

What is the time limit for filing a baggage claim?

File your claim at the airport where this occurred. This claim must be made on the day of your arrival, before you leave the airport.
For destruction, theft, loss or damage, you have up to 24 hours from the date you receive your baggage to report the fact. On the other hand, if your permitted baggage was delayed, you have up to 24 hours from the date you received it to report the incident. You must adhere to these time limits; otherwise your claim will not be processed.

How can I make sure my baggage arrives with me?

We recommend that you always attach identification to your checked baggage to ensure that we can recognize it if gets lost. Remember that money, valuable documents, keys, jewelry, cameras and other small and fragile items must be kept in your carry-on baggage.

May I carry perishable items in my baggage?

Perishable items are very delicate and may spoil on your flight. Therefore, we suggest that you do not transport these items. However, if you choose to transport them, you must do so at your own risk and subject to acceptance by the customs authorities of your country of destination.

Passengers with special requirements

May a child fly alone?

Yes, children over the age of 5 may apply for the Unaccompanied Minors service, which is mandatory for unaccompanied children up to the age of 12.

May I travel if I am pregnant?

Yes, you may travel as long as you meet the following company requirements:
When your pregnancy has reached 28 weeks or more, it is mandatory, on every flight, to show a medical certificate that includes your estimated due date, and certifies that you can travel safely by air from the point of origin to the point of destination. This certificate must be dated no more than ten days prior to travel.

During the trip, you may not sit in emergency seats.
Bear in mind that both you and your baby can fly only 10 days or more after the delivery. Otherwise, medical certificates must be presented to support each person's capacity to travel.

What if I have special mobility needs?

If you have special requirements, we will be glad to assist you to board and disembark from your flights. Let us know your requirements at the time of reserving and we will be able to provide you with wheelchair service to and from our aircraft.

What should I do if I travel with my own wheelchair?

Please notify us at the time you reserve, or at least 25 hours before your flight departure.