Terms and Conditions of Travel - SANSA Airlines

Regulations and Limited Liability

The rules and limitations of liability are established by the Civil Aviation Authority of Costa Rica. The Company reserves the right to cancel or postpone a flight without liability when necessary to attend to priority obligations (such as the transfer of sick or injured persons)‚ adverse weather conditions‚ or other circumstances deemed necessary to ensure passenger safety or protect the interests of the Company. Therefore‚ the Company does not guarantee the transportation of passengers on the exact date and time indicated on the ticket or on a specific flight. Likewise‚ the Company reserves the right to deny boarding to passengers who present abnormal conditions that may pose a safety risk to other passengers or cause operational difficulties.

Ticket Conditions

Tickets are issued in the name of a specific passenger and are non-transferable and non-endorsable. The airline will verify the passenger's identity at any time.

Costa Rican citizens and residents: valid and legible identification is required‚ such as an identity card‚ minor's card‚ or legal document issued by the government. This applies especially to passengers traveling under the "local" fare; otherwise‚ fare differences may apply.

To check in for flights operating from Daniel Oduber Airport in Liberia‚ only an identity card‚ passport‚ and/or minor's card are permitted. Driver's licenses or other government-issued documents are not permitted.

Foreign passengers: A passport is the only valid form of identification.

SANSA does not allow the transport of dangerous goods‚ including‚ but not limited to: aerosols‚ flammable materials‚ explosives‚ toxic or corrosive substances‚ sharp objects‚ or any item that the airline considers unsuitable for transport.

Types of Passengers

1. Persons with reduced mobility

Due to safety regulations and procedures‚ we can only transport persons on our aircraft who are able to board and disembark the aircraft
by their own means or with the assistance of a qualified companion who is a person with full physical and mental faculties capable of assisting the passenger with reduced mobility‚ both in boarding‚ disembarking‚ or in the event of an emergency.

2. Traveling during pregnancy

Pregnant passengers who are less than 60 days away from their due date must carry a medical certificate stating the following:

Estimated date of delivery

That she can travel by air without risk from the point of origin to the point of destination.

The medical certificate must not be more than 5 days old from the date of issue.

Passengers who are within 7 days of their due date are not accepted for travel‚ except with a medical certificate stating that they are able to do so.

3. Traveling with children or infants

Infants under 2 years of age will be charged 10% of the adult fare without the right to a seat or baggage allowance. If the baby carrier occupies a seat‚ it must be purchased at the regular passenger fare.
A folding stroller or baby carrier may be allowed if cabin space permits. Please refer to the policies on baby seats and strollers.

Children over 2 years of age require a seat and pay the regular fare.

All passengers must have a ticket to board.

Infants under 7 days old will not be allowed to board without a medical certificate indicating that they are fit to travel. Only one infant carried in an adult's arms will be accepted.

Minors under 18 years of age must present their respective identification. Costa Ricans must present their minor ID card or birth certificate
issued by the Costa Rican government.

Children under 12 years of age must travel with one of their parents‚ otherwise they must present a letter written and signed by their parents
authorizing them to fly with another person.

Changes and Cancellation Policies

Cancellations‚ changes‚ and/or refunds may depend on the type of ticket purchased. Follow the fare rules sent with your ticket confirmation.

Cancellation of any part of your itinerary must be made at least seventy-two (72) hours prior to the scheduled flight to qualify for a credit valid for 6 months or a refund of applicable fares. Refunds will depend on the type of ticket purchased‚ the date of travel‚ and the issuing agent. Tickets purchased through a GDS or OTA (such as Expedia) or through a travel agent must be canceled or refunded through those issuing entities. To cancel tickets or request a refund‚ contact reservations through the call center (+506) 2290-4100 or through reservations@flysansa.com.

Itineraries

All itineraries are subject to change‚ so we recommend that you pay attention to notifications within 72 hours before your flight.

1. Flights affected by operational adjustments (less than 4 hours). If the changes are due to operational adjustments and are less than 4 hours‚ a change of date‚ time‚ route‚ or credit (open ticket valid for 6 months) will be applied. This does NOT apply to refunds.

2. Flights affected by operational adjustments (4 hours or more). If the changes are due to operational adjustments and are more than 4 hours‚ a change of date‚ time‚ or credit (open ticket valid for 6 months) will be applied. This may be eligible for a refund.

3. Cancellation of SANSA flights due to operations. When a flight is canceled by SANSA‚ a refund will be applied if requested‚ as long as the cancellation is due to operations (there must be prior notification by mail with the cancellation on our part). We also offer a change of date‚ time‚ or credit (open ticket valid for 6 months).

4. Inability to fly due to weather or sunset. Weather conditions or sunset are not the responsibility of SANSA Airlines. However‚ in order to always provide good service‚ the airline only offers a change of date‚ time‚ or credit (open ticket valid for 6 months). If a flight is diverted to a nearby destination due to weather conditions and‚ as a passenger‚ I agree to disembark at the alternate airport‚ the ticket is considered flown and no claims can be made on that ticket.

5. Missed flights due to international flight delays. If passengers are affected by an international flight and do not arrive on time for their SANSA Airlines flight‚ it will be considered a no-show‚ and they will lose their ticket. We therefore recommend planning your connecting flights with sufficient time (5 hours or more)‚ taking into account flight delays‚ baggage collection‚ immigration procedures‚ among other factors.

6. Changes to tickets within 24 hours of purchase. Passengers may make changes to their itinerary within 24 hours of purchase without penalty. After this period‚ any changes will be subject to the corresponding penalty.

7. Cancellations or changes within 24 hours of purchase‚ but less than 72 hours before the flight. Any ticket purchased within 72 hours or less of the flight date is not eligible for the changes mentioned in the previous point.

8. Name changes on reservations. Tickets do not allow name changes‚ according to policies: "Tickets are issued in the name of a specific passenger and are non-transferable‚ non-endorsable‚ and non-refundable." It is the passenger's responsibility to verify all their information before purchasing the ticket.

Additional reservation services are non-refundable and do not apply credit. If a passenger decides not to bring their pet‚ fishing equipment‚ surfboards‚ transportation service‚ among others‚ the penalty for these services is 100%.

Payments and cancellations

• Payments made by bank transfer must be reported topagos@flysansa.com within the time limit established on your ticket; otherwise‚ your reservation may be denied for appearing as unpaid.

• For more information‚ contact the Reservations Department.

Loss or Damage to Baggage

SANSA Airlines is not responsible for damage or loss of unpacked or poorly packed valuables. Valuables include cash‚ camera equipment‚ jewelry‚ medication‚ eyeglasses‚ securities‚ legal documents‚ antiques‚ computers‚ and electronic items in any checked baggage.

SANSA Airlines is not responsible for minor cuts‚ scratches‚ or scuffs that commonly occur during baggage handling‚ nor for the failure or loss of wheels‚ handles‚ straps‚ and other accessories. We also do not accept responsibility for the failure of a suitcase to contain its contents‚ as evidenced by the splitting of seams‚ zippers‚ or other closures.

SANSA Airlines is liable for the loss of checked baggage‚ the payment shall not exceed the fare paid for the affected segment‚ unless a higher compensation has been agreed in writing and paid in advance. Fragile or delicate items will be accepted as special baggage without liability for damage‚ deterioration‚ or partial or total loss.

Check-in and Reconfirmations

Passengers must check in no less than 60 minutes before departure for domestic flights and 120 minutes before departure for international flights. The Company may cancel the reservation and consider it a no-show if the passenger does not arrive at the counter at the indicated time. This is to allow for the verification of travel documents.

Recommendations for INTERNATIONAL FLIGHTS

SANSA Airlines will not be responsible for missed connections with other airlines‚ regardless of whether the delays‚ cancellations‚ or changes are caused by SANSA Airlines or external causes‚ so we recommend planning your connections with more than 5 hours.

Connecting FROM Another Airline's International Flight with SANSA?

When booking a domestic flight from Juan Santamaria International Airport or Daniel Oduber International Airport that connects from an international flight‚ we suggest that you allow for a minimum connection time of 5 hours. This is to allow for customs‚ immigration‚ and other transit times.

Missed connection:

If your final destination is within Costa Rica and your international flight is delayed‚ SANSA Airlines will not be responsible for the loss of your ticket.

Baggage conditions

Baggage conditions and limits depend on the type of ticket purchased. The applicable rules will be those indicated on the ticket and/or purchase confirmation.

Baggage Definitions 

Personal Item: Due to the type of aircraft we operate and its limited cabin space‚ we allow one small personal item per passenger on board. Examples of permitted personal items are a tote bag or backpack. 

The dimensions of these items must not exceed 12 inches wide‚ 20 inches high‚ and 8 inches deep (30X50X20 cm). The weight allowance for carry-on baggage without additional charge is 10 pounds (4.5 kg). Any excess weight will be charged at the additional baggage rate up to 15 pounds (6.8 kg). If the baggage exceeds 15 pounds (6.8 kg)‚ it will be checked as checked baggage and charged at the full baggage rate. Due to limited space in the cabin‚ all personal items must fit on your lap.

If your personal item is larger than the above requirements‚ it must be checked and will count towards your baggage allowance and fees will apply. Passengers traveling with a pet on their lap should note that the pet (and its carrier) is not included in the personal item allowance. The pet must travel inside the carrier at all times.

Checked Baggage: All checked baggage must have a maximum height of 30 inches‚ a maximum width of 18 inches‚ and a maximum depth of 13.5 inches (76X46X34 cm).

To measure your suitcase‚ place it upright with the wheels (if it has them) at the bottom and the extension handle at the top‚ but without extending it. Measure from the bottom of the wheels to the highest point‚ which is probably the handle. This is the height of the suitcase.

Second‚ measure the width from side to side at the widest point‚ which is probably the back of the suitcase if it is made of soft fabric. Hard-shell suitcases are usually more symmetrical‚ and the width does not vary from bottom to top.

Finally‚ check the depth of your suitcase. The depth of your suitcase‚ like its height‚ is especially important due to the limited size of the cargo compartment of the aircraft you will be flying on. To get the precise depth of your suitcase‚ lay it flat face up and measure from the back to the front with the suitcase packed.

Oversized Baggage: Due to cargo compartment limitations‚ suitcases exceeding 62 linear inches (157 cm) in total dimensions may not be transported. SANSA Airlines will not be responsible for these suitcases reaching your final destination.

Oversized bags will also be placed on a space availability basis or transported separately as cargo and will be subject to additional fees.

If you have any questions about your baggage dimensions‚ please contact SANSA Airlines reservations at reservation@flysansa.com or your nearest SANSA Airlines station.

Wheelchairs‚ Strollers‚ and Baby Carriers

Wheelchairs

Customers with disabilities are not required to give advance notice of their need for assistance; however‚ doing so helps us better prepare to provide a better service. There is no charge for transporting mobility devices as checked baggage.

We recommend that customers with disabilities arrive at the airport before the recommended check-in time so that they can receive better service from our staff.

Unfortunately‚ due to the size of our aircraft's baggage compartment‚ we may not be able to transport some motorized wheelchairs
SANSA Airlines will accept motorized wheelchairs where the battery is dry or sealed and must be disconnected‚ protecting the connectors with electrical tape or inside a battery container. To do this:

• The user must remove the battery as applicable.

• The battery must be protected against short circuits.

• The battery must be transported in sturdy packaging.

• This must be coordinated in advance.

Conventional wheelchairs may be transported as long as they are foldable.

We give passengers the opportunity to proactively notify us of any specific needs related to a disability by sending us an email. Customers can also inform us of any disability-related travel needs when making a reservation by phone or‚ if a reservation has already been made‚ by calling (+506) 2290-4100 before traveling.

Baby Car Seats

SANSA Airlines allows baby and child seats to be carried FREE OF CHARGE‚ as long as they weigh up to 16 pounds (7.2 kg). If the weight is outside the specified range‚ an additional overweight fee will be charged.

Pets and guide dogs

Guide dogs and/or emotional support animals

Guide dogs or psychiatric service animals (only dogs and cats are allowed) may travel in the passenger cabin at no cost‚ with a maximum weight of 40 kg. They must wear their own harness (which must indicate that they are service animals) and leash at all times. Passengers must present a card certifying that they require a guide dog or psychiatric service animal.

Emotional support dogs and cats must comply with pet policies and pay the applicable fee.

Pets

Dogs and cats are allowed for a fee per leg and must be transported in a secure container (kennel). They may weigh a maximum weight of 40 kg and are subject to space availability on the aircraft. They must have a vaccination card and show signs of good health.

Additional equipment and services

Sports equipment

You can check in sports equipment as an extra piece (in addition to your baggage allowance). It may be subject to oversize and/or overweight charges‚ as well as space availability.
One item per passenger is allowed for a fee starting at $40 USD each way plus taxes (the fee may vary depending on the equipment).

The following equipment is permitted:

Fishing:

• 1 fishing rod

• 1 pair of boots

• 1 net

Fishing equipment may only be transported as checked baggage.

Golf:

• 1 bag with up to 14 clubs (up to 52 inches)

• 1 pair of golf shoes

• 12 balls (all secured inside the bag).
Golf equipment may only be transported as checked baggage.

Scuba diving: 

• 1 air regulator

• 2 rubber fins

• 1 conventional unloaded speargun

• 1 mask

• 1 rubber suit

• 1 weight belt.
Diving equipment may only be transported as checked baggage.

Archery: 

• 1 bow and arrows‚ packed in a suitcase designed for this purpose.

May only be transported as checked baggage.

Bicycles:

One bicycle per aircraft is accepted. The bicycle must travel outside its case and with the wheels removed. The case must be soft and compressible‚ with the following dimensions: 76 cm high x 135 cm wide x 30 cm deep. Hard cases are not permitted.
Subject to weight and space availability. Tires must be deflated for transport. Only those that can be detached may be transported. They may only be transported as checked baggage.

Surfboards:

Dimensions: Maximum length of 6.7 feet

Quantity: Subject to availability based on total flight capacity. Maximum of 8 boards per flight.

Handling: Surfboards are not included in the baggage allowance and are subject to space on the aircraft.

When packing your surfboards‚ please note the following:

1. Clothing or other items are not allowed inside the packaging.

2. Damaged packaging or packaging that cannot withstand handling will not be accepted.

3. Damaged boards will not be accepted. If a board is damaged‚ the cost of transportation must be paid‚ and the passenger will be notified of the damage. SANSA Airlines will not be held liable.

4. We recommend transporting boards in individual cases for better protection.

5. Fins must be removed.
They can only be transported as checked baggage.


You cannot transport them as part of your luggage.

1. Windsurf boards

2. Kayaks

3. Scuba tanks


Recommendations

1. Carry all valuable items (money‚ jewelry‚ electronics‚ etc.) in your carry-on luggage.

2. Avoid excess baggage fees by complying with the established limitations.

4. Submit any claims for damage to your luggage before leaving the airport. SANSA is not responsible for minor damage
minor damage (scratches‚ wheels‚ etc.) caused by normal handling of luggage or by overweight luggage.

5. Do not transport perishable food items.

6. When claiming your baggage‚ do so by the ticket number and not just by its appearance.

7. Do not carry sharp objects such as knives‚ scissors‚ or tweezers‚ as they will be confiscated by airport security.

8. It is not permitted to fly with any type of weapon‚ flammable liquids‚ corrosive substances‚ explosives‚ or aerosols.

9. Airport security does not allow containers holding more than 100 ml of liquid to be taken into the waiting area.