The applicable policy expressly provides that the flight purchase is non‑refundable, a condition that I knowingly reviewed, accepted, and agreed to at the time of purchase. However, the policy contains no express language addressing baggage modifications or restrictions related to luggage services.
Customer service advised that no changes may be made to the booking on the basis that baggage constitutes a “service,” stating verbatim: “We cannot alter your luggage from a checked bag to a carry‑on, as that is considered a service.”
Notwithstanding this representation, customer service further advised that an additional carry‑on may be added to the booking for an additional fee. This position is inherently inconsistent, as the addition of a carry‑on necessarily constitutes a modification of the same service that is purportedly non‑modifiable. The distinction appears to be based solely on whether the change results in increased revenue.
If the intent of the policy is to prohibit reductions or substitutions of services while permitting service additions for an increased charge, that limitation should be clearly, expressly, and unambiguously stated within the policy. Absent such language, the current application of the policy is unclear and internally inconsistent.
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We took off in 2003 when Discovery Americas I and Columbia Equity Partners investment funds joined forces with TACA Airlines to integrate a new Mexican ultra low-cost airline that would offer the experience of flying to a larger number of Mexicans. ...