Special services

Attention to unaccompanied minors

Children under 5 years of age are not permitted to travel alone. They must travel with an adult who has a purchased ticket.

Children and adolescents who are under fifteen (15) years, 5 months who are traveling alone to the United States, must use the Unaccompanied Minors Service offered by the airline.  If you are travelling to other destinations, you may ask for further information through our points of contact.

This service must be requested when making the reservation, and the respective form must be filled out at the airport, which will include the name of the person receiving the minor child and their relation to them, in a clear and legible print.  This information must also be carried by the minor during the trip.  At the airport of origin, the minor must check in accompanied by an adult, who will provide the airline with the following information:

  • Name of the person who is delivering the minor to the custody of the airline.
  • Name of the person (s) who will pick the minor up at the destination.
  • Conventional and mobile telephone number of those responsible for the minor at the point of origin and the destination.
  • Address of those responsible for the minor at the point of origin and the destination.
  • Relationship to the minor of the person responsible for receiving them.

Anyone who receives the minor must confirm their personal information, by showing the airline employee responsible for delivering the minor an identification document.

Our Unaccompanied Minors Service offers assistance in checking in and boarding the minor during their entire journey with us.  In the airplane, he/she will receive special attention from our attendants to resolve any circumstance and/or need that may arise.  Once the minor arrives at their destination, airline personnel will accompany them during the migration and baggage claim process, until delivering them to the person who their parents or guardians appointed to be responsible for receiving them.

Remember that you must consult with the Migration Department of the countries of origin and destination regarding the requirements and/or authorizations necessary for the child to leave the country of origin and enter the country they are traveling to.  The minor must always have an identification document with them.  In the event that the minor is traveling to international destinations with one of his/her parents, they must make sure to have all of the documents required by the laws of the origin and destination countries.

Unaccompanied minors may not take excess baggage, pets or objects of value.  It is important to remember that the Unaccompanied Minor service is not available for flights that have connections with other airlines.

The charges for transporting unaccompanied minors are:

On flights in Ecuador US$ 16.80 each way, and on routes from Ecuador to New York, US$112 each way. and from New York to Ecuador US$100.00 each way.

Caring for unaccompanied minors is a task that we assume with a great deal of responsibility – if for any reason, the flight is delayed or detoured, our personnel will take care of them, and ensure their safety and  comfort at all times.

Passengers traveling with infants

Infants under two years of age, traveling on the lap of an adult, must pay 10% of the adult fare, plus the full amount of security and fuel charges and international taxes.  This discount does not apply to travel in Executive Class, or if the baby has already turned 2.

Due to the reduced tariff, infants do not have the right to a seat, checked baggage or food service.  If there is sufficient space, a small stroller can be accepted in the passenger cabin; if not, it must go in the luggage compartment.

The infant’s ticket must be bought at the same time as the ticket of the responsible adult.  For other sales channels, we recommend that both tickets be issued as part of the same reservation.

If a baby requires a seat:

  • They must travel with a children’s ticket.
  • A baby carrier or seat must be secured to the seat which meets the FAA (Federal Aviation Association) safety requirements.  Verify this information on the back of the chair).  If the carrier does not meet FAA standards, it will be considered to be an extra piece of checked luggage.  Keep in mind that the respective charges may apply.
  • Traveling with a children’s ticket, the baby will have the right to the food service and checked luggage.

Also keep in mind that:

  • If you are traveling with two (2) infants, an additional adult must also be traveling.
  • Any baby strollers that can be taken on the cabin must comply with carry-on luggage regulations; if they do not, they must be checked in as luggage (subject to excess luggage charges).

Attention to passengers with disabilities

AeroGal has a team of employees who are competent in working with people with disabilities.  The person making the reservation must indicate the type of disability that the passenger has, so that the reservations department can inform internally all of the areas that will be in contact with them, in order to provide the attention that they need.

A passenger with a disability is considered to be a person who because of their physical or mental condition, requires special attention during boarding, de-boarding, and/or in flight.  The passenger may be asked to provide a medical certificate which confirms that it is safe for the passenger to travel, and therefore they should consult with our Call Center or points of sale regarding their specific case.

AeroGal reserves the right to refuse to board those passengers who for any reason endanger the safety of the other passengers and their belongings, the crew, or the security of the aircraft.

Providing special passenger assistance

AeroGal will provide any assistance required in the event that you need help going to and from the boarding gates at the airport.  Nevertheless, you must keep in mind that our employees are not authorized to provide assistance for certain physical functions like:   eating, drinking, using the bathroom and/or administering medication; nor can they remain with individual passengers for long periods of time.  If you need assistance to perform these functions, we recommend traveling with a companion.

To request special assistance at any airport, observe the following:

  • Inform the staff at the AeroGal counter upon your arrival at the airport, if you have requested special assistance in advance, or if you need a wheelchair or other such assistance.
  • As a passenger of the airline, you must comply with all of the security inspection requirements at each airport.
  • For your comfort, you will be the first to board the aircraft.

Passengers requiring wheelchairs: the airline provides wheelchair assistance for moving about within the airport.  If you need this service, you must request it from our Call Center at least 48 hours in advance.

Wheelchairs/motorized mobility assistance devices powered by dry cell batteries:  All motorized mobility assistance devices which are powered by dry batteries may be transported, as long as the battery has been disconnected, the terminals protected against short-circuits and the battery has been secured to the wheelchair of motorized mobility assistance device.

Pregnant passengers: All pregnant women beginning in their seventh (7th) month must present a medical certificate issued within the 5 days prior to the day of the flight.  Pregnant women may travel up to 7 days before their due date, as long as they have a medical certificate issued up to 72 hours before the flight.  Said document must certify that the passenger is at no risk during the flight, nor at the point of origin or the point of destination.

Passengers required medical oxygen:   Portable oxygen concentrators (POCs) may be transported in the cabins of our aircrafts, at no extra charge.  According to FAA (Federal Aviation Administration) regulations, the POC models accepted on board are:

  • AirSep FreeStyle
  • AirSep LifeStyle
  • Delphi RS-00400
  • DeVilbiss iGo
  • LifeChoice by Inova Labs
  • Inogen G2
  • Invacare XPO2
  • Invacare Solo 2
  • Oxlife Independence
  • Respironics EverGo
  • Sequal

POCs must only be used with a battery that was previously charged on the ground.  The passenger must make sure that they have enough battery power for 150% of the scheduled flight time.  For example, if the duration of the flight is four (4) hours, they must be sure to take enough batteries for six (6) hours.  It is important to verify that the backup batteries are in safe cases which do not allow for short circuits or that have isolated terminals.  These must be taken in the carry-on baggage.

POCs must have a label attached to them which states that they have been approved by the FAA for use in airplanes.  The passenger or the person accompanying them must present a document which indicates that they are capable of operating this type of unit during the flight.  This document is valid for one year from its date of issue.

Notification of transporting a portable oxygen concentrator on board: When making the reservation, you must notify the agent that you will be traveling with a POC, and tell them the model of the POC you will be using.  If the reservation is made through a travel agency or through AeroGal, you must inform the reservations center about the use and model of the POC that you will be taking with you.

Once you are in the airport, you must check in, receive your boarding pass and get to the gate at least 45 minutes before departure for domestic flights.  Before boarding, our employees will verify the model of the POC, the medical certification and the number of batteries and the cases they are being transported in.

During the flight, the airline will follow the FAA Safety Regulations for a passenger traveling with a POC.  These are:  they cannot occupy seats in the emergency rows, nor sit across from a partition. If possible, they should sit at a window seat or at a seat close to the normal exit doors.  The POC must be kept beneath the seat in front of the person using it.

Remember:  Within our aircrafts, we do not have equipment to supply medical oxygen to passengers who need it.  In addition, AeroGal does not supply batteries for the operation of POCs, nor does it provide electrical power during the flight.

AeroGal can provide an extra bottle of oxygen to assist passengers who do not have a POC, in order to obtain this service you must contact the reservations department or the Call Center to request the oxygen.  In addition, you must provide a medical certificate issued no more than 40 hours before your trip, and present this document at the departure airport, and pay a fee of US$84.00 per bottle on flights from Ecuador to New York, and US$75.00 per bottle on flights from New York to Ecuador and US$ 11.20 per bottle on flights in Ecuador.

Other Assistance Devices: Walkers, canes, crutches, and other devices can be accommodated within the cabin, and will not count as carry-on baggage, as long as they comply with air safety rules.  If an assistance device cannot be stored safely in the cabin, we will transport it in the baggage compartment.

Transport of Medicines

For your own personal comfort we recommend that you take your medicines in your carry-on bag.  If you have to check in your carry-on bag due to size restrictions, we suggest that you take out your medicines and keep them with you during your journey.  Be aware that medicines that are carried must comply with the security regulations and inspections of each airport.

LUGGAGE AND SERVICES
Check our luggage and service charges valid until February 29, 2012. HERE
Mapa Destinos