Terms and conditions
1. Service Operation
Transfers marketed under the Aeroexpreso Airport Shuttle – Bus al Aeropuerto brand are materially operated by tourist transport companies and/or duly authorized transport companies enabled by the competent authorities, including the Ministry of Transport and Communications (MTC), SUTRAN, regional governments, provincial governments and/or airport operators, as applicable to each route and jurisdiction.
These operating companies are directly responsible for the execution of the transport service, including vehicle driving, recruitment and management of operational personnel, compliance with applicable regulations, validity of mandatory insurance (including SOAT), vehicle documentation, unit maintenance and service safety conditions.
Aeroexpreso is not a land or air transport company, but a marketer and operational coordinator of transport services, responsible for managing reservations, customer service, logistical coordination and supervision of service standards, within the scope permitted by applicable regulations. Consequently, responsibility for the material execution of the transport lies exclusively with the operator that actually provides the service.
In cases where Aeroexpreso markets services operated by third parties, including trains, interprovincial buses, tourist buses or other means of transport, such services will additionally be subject to the conditions, operational policies and terms of each corresponding operator, which may differ from the conditions applicable to services directly operated under Aeroexpreso’s coordination.2. Travel Receipt
At the time of purchase, Aeroexpreso may issue a confirmation email, electronic receipt and/or electronic invoice, as applicable to the type of service acquired. For services operated directly by Aeroexpreso, the electronic receipt, electronic invoice or confirmation email constitute valid travel receipts and may be used to board the service, even in the event of loss of the original receipt or failure to present an identity document, provided that Aeroexpreso can reasonably validate ownership of the reservation.It is not necessary to print the receipts corresponding to services operated by Aeroexpreso; it is sufficient to show them from the cell phone or present the confirmation email where the order number appears.For services operated by third parties, including trains, interprovincial buses, tourist buses or other means of transport, Aeroexpreso may send a purchase confirmation email for informational purposes; however, boarding, use of the service, changes, cancellations, inquiries and any management related to the third-party operator will be subject exclusively to the ticket, QR code, locator or official document issued by said operator.In combined services, the receipts issued by Aeroexpreso will apply only to the section operated by Aeroexpreso, while the section operated by third parties will be governed by the documentation issued by the corresponding operator.The passenger is responsible for reviewing the documents sent, verifying the travel information and presenting the required documents for each section of the itinerary.Aeroexpreso is not responsible for boarding denials, loss of services or inconveniences arising from the failure to present the documents required by the corresponding operator.3. Service Types
- Airport shuttle: Shared services in buses or minibuses with an approximate capacity of 12 to 33 passengers, subject to routes, schedules and stops previously established by Aeroexpreso.
- Shared airport transfer: Shared services in sprinter-type vehicles, vans, minivans or similar, with reduced capacity and coordinated schedules according to the operation.
- Private airport transfer: Exclusive services for one or more passengers from the same reservation, carried out in cars, pickup trucks, vans, sprinters or other vehicles assigned by Aeroexpreso according to operational availability and number of passengers.
- Combined services and connections: Services that include one or more sections operated by Aeroexpreso in connection with services provided by third parties, which will additionally be governed by the applicable conditions of each corresponding operator.
4. Upgrades
For the benefit of the passenger and in order to optimize the operation, Aeroexpreso may perform automatic upgrades at no additional cost to a private airport transfer service. This upgrade may be made in car-type vehicles, pickup trucks, vans, sprinters or similar, provided that there is operational availability. The upgrade allows the passenger to travel more directly, without sharing the vehicle with other passengers and, in certain cases, without making additional stops.The passenger acknowledges and accepts that the type, model, size, internal distribution, capacity, height, configuration or specific category of the vehicle may vary according to operational availability, number of passengers, luggage, route conditions, weather or other factors related to the provision of the service, without this implying a modification of the nature of the contracted service.The assignment of a vehicle different from the one originally expected by the passenger does not constitute a breach, provided that the contracted service is maintained between the points offered by Aeroexpreso.The passenger’s refusal to accept an upgrade or change of assigned vehicle will not give the right to a refund, compensation or free cancellation, except for applicable legal provisions or cases expressly approved by Aeroexpreso.If the passenger requires specific conditions of space, accessibility, type of unit or any special need related to comfort or safety, they must inform it in advance before making the purchase. Aeroexpreso does not guarantee the availability of particular vehicle features that have not been expressly offered at the time of booking.5. Purchase Channels
Aeroexpreso services may be purchased through the following official and/or authorized channels:- Official website: www.aeroexpreso.com.pe/en
- Offices, counters, points of sale or representatives authorized by Aeroexpreso.
- Digital channels, platforms, integrations, agencies, marketplaces or commercial partners expressly authorized by Aeroexpreso.
6. Reservation and Ownership
Each reservation is issued in the name of a lead passenger, who will be considered the main contact for coordination, changes, notifications, authorizations and communications related to the reservation. The lead passenger may request modifications that affect all or part of the passengers included in the same reservation, it being understood that they act with the authorization of the other passengers linked to said purchase.Reservations corresponding to shared or private airport transfer services may be kept grouped for operational reasons and may not necessarily be divided, fractionated or separated into different vehicles, schedules or routes.Ownership of services operated directly by Aeroexpreso may be modified free of charge during a maximum period of 1 year from the date of purchase, subject to reasonable validation of the reservation and operational availability.For services operated by third parties or combined services, changes of ownership will additionally be subject to the policies and restrictions established by the corresponding operator, and there may be limitations, penalties or restrictions beyond Aeroexpreso’s control.Aeroexpreso may request additional information or reasonable validation mechanisms to process changes of ownership, modifications or requests related to the reservation, in order to prevent fraud, errors or unauthorized modifications.7. Minors and Pets
Children under 5 years of age may travel at no cost only if they travel in the arms of their parents, guardians or responsible companions and do not occupy an independent seat. Children over 5 years of age, or minors whose companions wish them to occupy an individual seat, must have their own ticket.Unaccompanied minors must have written authorization from their parents or legal representatives and comply with the applicable legal requirements in force for the corresponding service and route.Aeroexpreso does not provide custody, guardianship or personalized accompaniment services for minors. Responsibility for the care, supervision and personal assistance of the minor rests with their parents, guardians or authorized companions.In the case of unaccompanied minors, Aeroexpreso will only facilitate the contracted transport service and will carry out the reasonable operational coordinations inherent to the service; however, it will not assume obligations of permanent surveillance, individual accompaniment or delivery under special protocols except for prior express agreement.Some units may have baby seats or child restraint systems subject to limited operational availability. These items must be requested in advance and their availability is not guaranteed on all routes, schedules or vehicles.The passenger is responsible for verifying in advance whether the contracted service allows the transport of pets and for complying with the applicable conditions for their transfer.Unless otherwise indicated by Aeroexpreso, pets must travel in a kennel, carrier or suitable and safe container.Depending on the size of the pet, operational availability and service characteristics, Aeroexpreso may require the purchase of an additional seat or that the pet use part or all of the permitted baggage allowance.Properly accredited guide dogs in accordance with applicable regulations may travel accompanying the responsible passenger, occupying space equivalent to an additional seat when operational conditions so require.Aeroexpreso may deny boarding of pets when there are reasons of safety, health, space, passenger comfort or non-compliance with previously informed conditions.Aeroexpreso will make reasonable efforts to provide adequate transfer to passengers traveling with minors or pets; however, the passenger will continue to be responsible for the documentation, care, feeding, behavior and general conditions of the minor or animal during the service.8. Boarding Conditions
8.1 Boarding from the city
- Airport shuttle: Pickups at hotels, Airbnbs, homes or authorized points may begin up to 15 minutes before the scheduled time and extend up to 5 minutes after said time, depending on the route and service operation. The passenger must remain ready and available throughout the pickup period at the reception, main entrance or previously coordinated point.
- Shared or private airport transfer: The pickup schedule is punctual. The passenger must be ready at least 5 minutes in advance. At bus terminals, ports, train stations or other connection points, the passenger must wait at the main entrance or at the meeting point indicated by Aeroexpreso. Aeroexpreso may attempt to contact the passenger by telephone call, WhatsApp, email or other reasonable means in case it cannot locate them; however, the impossibility of communication does not oblige to delay the operation indefinitely. If the requested hotel, Airbnb, home or point is in a pedestrian zone, restricted road, narrow street, steep slope, unsafe area, congested area or difficult access location, Aeroexpreso may coordinate an alternative nearby point to carry out boarding or disembarkation. If the requested location is outside the operational coverage area, Aeroexpreso may reject the reservation, modify the pickup point or cancel the service with a refund of the amount actually paid.
8.2 Boarding from airports, terminals and stations
- Airport shuttle: The passenger must go to the meeting point indicated by Aeroexpreso after leaving the corresponding arrivals area. Services may be coordinated according to flight, train or other itinerary schedules; however, Aeroexpreso does not guarantee unlimited waits in the event of delays, cancellations, rescheduling, immigration controls, baggage delays or other circumstances beyond its control.
- Shared or private airport transfer: If the passenger correctly registered their flight, train or corresponding service number at the time of purchase, Aeroexpreso may reasonably adjust the pickup schedule according to the actual arrival of the service. If the passenger did not correctly register said information, they must present themselves at the originally reserved schedule. Delays attributable to the passenger or the lack of correct information may result in the loss of the service without the right to a refund. In combined services or connections with third-party operators, the passenger is responsible for reviewing the schedules, minimum connection times and required documents for each section of the trip. Aeroexpreso will not be responsible for missed connections, denied boarding, operational delays, itinerary changes or cancellations attributable to third-party operators.
9. Onboard Conduct
Boarding while intoxicated or under the influence of drugs is not permitted. The driver or Aeroexpreso staff may deny boarding without the right to a refund or claim. Disrespect towards passengers, staff, suppliers, third parties or authorities will not be tolerated. The driver or Aeroexpreso staff may deny boarding without the right to a refund or claim.10. Mandatory Traffic Accident Insurance
All vehicles used for the provision of services marketed by Aeroexpreso have valid SOAT in accordance with applicable Peruvian regulations. The applicable coverage will be exclusively that established in the corresponding SOAT and in the complementary policies that the vehicle operating company may additionally maintain.The conditions, limits, exclusions, care procedures and coverage amounts will be those established by current regulations and by the respective issuing insurers of the corresponding policies.Aeroexpreso does not offer additional insurance coverages other than those expressly required by law or specifically informed to the passenger.11. Baggage
In services operated directly by Aeroexpreso, each passenger may transport 1 standard-size suitcase (approximately 25Kg) in the vehicle’s trunk or luggage compartment. While in their seat they may carry bags or personal items that they can carry with them, such as a backpack, handbag or small purse. Baggage policies applicable to services operated by third parties will be governed exclusively by the conditions established by each corresponding operator. Aeroexpreso does not guarantee allowances, dimensions, permitted weights or baggage policies other than those directly informed by said operators.Additional, oversized or special-characteristic baggage will be subject to space availability and operational conditions.Aeroexpreso will make reasonable efforts to transport additional baggage at no extra cost when there is available capacity; however, it may require the purchase of an additional seat, a change to a higher-capacity vehicle or the payment of additional operational charges when the volume, weight or quantity of baggage so requires.In certain services, especially private transfers, car-type vehicles or units with limited trunk capacity, part of the oversized baggage may be transported inside the vehicle cabin provided that it does not affect safety or violate applicable legal provisions.The passenger must inform in advance if they will transport bicycles, boards, musical instruments, large boxes, sports equipment, merchandise, fragile baggage or other special items.Pets may only travel under the conditions previously informed by Aeroexpreso and subject to operational availability. Unless otherwise indicated, they must travel in a suitable kennel or carrier.Depending on the size of the pet, service characteristics, available space and operational conditions, Aeroexpreso may require the purchase of an additional seat or consider the space used as part of the permitted baggage allowance.Properly accredited guide dogs in accordance with applicable regulations may travel accompanying the responsible passenger under reasonable safety and operational conditions.The passenger is responsible for the content, packaging, supervision and transport conditions of their baggage, special items and pets.Aeroexpreso is not responsible for money, jewelry, documents, electronic devices, fragile objects or other valuable items transported in baggage.12. Delays and Liability Attributable to Aeroexpreso
Aeroexpreso will be responsible only for delays directly attributable to its own operation and duly demonstrable. In such cases, and in order to reasonably comply with the passenger’s itinerary, Aeroexpreso may implement alternative operational solutions such as unit reallocation, schedule change, transfer, upgrade to private service or other equivalent measures according to availability.In the event of mechanical failure, operational incident or impossibility of continuing the originally scheduled service, Aeroexpreso may transfer to another available unit or adopt reasonable measures to complete the contracted transfer.Aeroexpreso will not be responsible for delays, interruptions, missed connections, itinerary modifications or effects caused by vehicular traffic, accidents, weather, natural disasters, road blockages, marches, protests, celebrations, authority controls, operational restrictions, road closures, acts of third parties, fortuitous events, force majeure or any circumstance beyond its reasonable control.Aeroexpreso will also not be responsible for delays, cancellations, rescheduling, missed connections or modifications attributable to third-party operators, including airlines, railway companies, bus companies, tour operators, terminals or stations.Delays attributable to the passenger, including tardiness, errors in the information provided, delays in immigration, baggage, security controls or non-compliance with operational instructions, will be governed exclusively by the provisions in the refunds and no-show conditions section.The passenger acknowledges that the reported schedules are referential and may be affected by operational conditions inherent to land transport and the connections involved in the itinerary.Except for applicable legal provisions or cases expressly approved by Aeroexpreso, delays do not automatically generate the right to a full refund, compensation or additional economic compensations, especially when the service has been substantially provided on the contracted route.When applicable and according to the evaluation of the specific case, Aeroexpreso may grant partial compensations, operational facilities, rescheduling or commercial gestures in a proportional manner, without this constituting general recognition of liability or mandatory precedent for future cases.13. Changes
13.1 Voluntary changes in services operated directly by Aeroexpreso
In services operated directly by Aeroexpreso, passengers may request unlimited changes of date, time, route and/or ownership without penalty during a maximum period of one (1) year from the original purchase date, provided that the request is made at least twenty-four (24) hours in advance of the originally scheduled time for the service.
Changes will be subject to operational availability and payment of any tariff difference that may exist at the time of modification.
In the Airport Shuttle service, changes may be applied to one, several or all passengers included in the same reservation, according to the request made by the purchaser.
In Shared Airport Transfer and Private Airport Transfer services, any change requested will necessarily apply to all passengers included in the corresponding reservation.
Voluntary changes requested within twenty-four (24) hours prior to the scheduled service time will not be accepted. Notwithstanding this, Aeroexpreso may, on an exceptional, discretionary basis and according to operational availability, offer commercial alternatives, relocations, flexibilities or partial solutions similar to those applicable outside the restricted period, without this constituting an obligation or precedent for future cases.
If the passenger does not show up for the contracted service, arrives late, voluntarily abandons boarding or requests unfeasible modifications within twenty-four (24) hours prior to the trip, it may be considered a no-show, implying the total or partial loss of the ticket according to the type of service, rate acquired and applicable conditions.
Aeroexpreso may, on an exceptional basis and according to operational availability, offer commercial alternatives, relocations or partial solutions in no-show cases; however, this does not constitute an obligation, acquired right or precedent for future cases.
The electronic receipt or electronic invoice issued will fully retain its tax and commercial validity even when itinerary, ownership or rescheduling changes are made, so its cancellation or reissuance will not be necessary unless expressly provided otherwise by law.13.2 Voluntary changes in services operated by third parties
When Aeroexpreso markets services operated totally or partially by third parties, the policies on changes of date, time, route, ownership, rescheduling and any other modification will additionally be subject to the conditions established by each corresponding operator.
In such cases, Aeroexpreso’s policies on penalty-free changes, commercial flexibility, rescheduling or ownership changes may not be applicable totally or partially.
Aeroexpreso will act solely as a commercial or administrative intermediary with respect to the management of modification requests and does not guarantee that third-party operators will approve changes, rescheduling or ownership changes, even when such requests have been submitted or managed through Aeroexpreso’s customer service channels.
When a third-party operator approves a modification related to a ticket marketed by Aeroexpreso, the passenger acknowledges and accepts that:
- The execution of the change will depend beforehand on the confirmation and availability of the corresponding operator;
- Aeroexpreso will act solely as an administrative intermediary in the management of said modification; and
- Rate differences, penalties, administrative charges, commissions or other conditions or restrictions established by the corresponding operator may apply, which must be assumed by the passenger when they are enforceable in accordance with the applicable policies.
14. Refunds and Cancellations
14.1 Voluntary cancellations in domestic services operated directly by Aeroexpreso
Voluntary cancellation requests for Aeroexpreso domestic services made more than twenty-four (24) hours in advance of the scheduled service time will entitle the passenger, at their choice, to:
- A refund equivalent to fifty percent (50%) of the amount actually paid; or
- An electronic voucher in their favor equivalent to one hundred percent (100%) of the amount actually paid, usable during a maximum period of one (1) year from the original purchase date, subject to operational availability and payment of any tariff difference that may exist.
Requests submitted within twenty-four (24) hours prior to the scheduled service time will not be refundable nor subject to voluntary changes, unless Aeroexpreso, on an exceptional, discretionary basis and according to operational availability, decides to offer commercial alternatives, relocations, flexibilities or partial solutions as a commercial courtesy. Such solutions will not constitute an obligation, precedent or acquired right for future cases.
In the Airport Shuttle service, refund or credit usage requests may be applied to one, several or all passengers included in the same reservation, according to the request made by the purchaser.
In Shared Airport Transfer and Private Airport Transfer services, any refund or credit usage requested will necessarily apply to all passengers included in the corresponding reservation.14.2 Voluntary cancellations in international services operated directly by Aeroexpreso
Voluntary cancellation requests corresponding to international services between Peru and Bolivia will be governed by the same conditions established for domestic services provided in section 14.1 of this document.
Because these services involve crossing an international border and are subject to compliance with immigration, customs and border control requirements, voluntary cancellation requests corresponding to the Tacna – Arica, Tacna – Arica Airport, Arica Airport – Arica Airport, Arica Airport – Arica routes and their respective reverse routes will be subject to the following conditions:
In round-trip reservations, voluntary cancellation requests submitted more than twenty-four (24) hours in advance of the departure of the first section will be governed by the conditions established in section 14.1. Once the trip has begun by using any of the contracted sections, the pending section will be considered, for all purposes, as a one-way service.
In one-way reservations, as well as with respect to the pending section of a round-trip reservation whose first leg has already been used, refunds will not proceed, unless the passenger proves that they will leave the country using another regular land, rail or air transport service.
To access this exception, the passenger must send, through Aeroexpreso’s official customer service channels and before the start of the contracted service, a copy of the ticket, reservation or receipt issued in their name corresponding to the other means of transport, whether operated by Aeroexpreso or by a third party. Said document must prove departure from the country on a date equal to, prior to or after the service whose cancellation is requested and must reasonably allow verification of the continuity of the passenger’s itinerary.
Once compliance with these requirements has been verified, the cancellation request will be governed by the conditions provided in section 14.1 of this document.
In Shared Airport Transfer and Private Airport Transfer services, any refund or credit usage requested will necessarily apply to all passengers included in the corresponding reservation.14.3 Voluntary cancellations in services operated by third parties
When Aeroexpreso markets services operated totally or partially by third parties, cancellation, change and refund policies will additionally be subject to the conditions established by each corresponding operator. In such cases, Aeroexpreso’s policies on changes, voluntary cancellations, partial refunds, commercial flexibility or rescheduling may not be applicable totally or partially.Aeroexpreso will act solely as a commercial or administrative intermediary with respect to the management of the reservation and does not guarantee that third-party operators will approve refund, change or cancellation requests, even when such requests have been managed through Aeroexpreso’s customer service channels.When a third-party operator approves a refund related to a ticket marketed by Aeroexpreso, the passenger acknowledges and accepts that:- the processing of the refund will depend beforehand on the third-party operator making the corresponding return to Aeroexpreso;
- Aeroexpreso will act solely as an administrative intermediary in the management of said return; and
- the refundable amount may be partial, limited solely to the amount actually recognized, returned or authorized by the third-party operator, deducting penalties, administrative charges, commissions or other applicable withholdings in accordance with the policies of the corresponding operator.
14.4 Cancellations attributable to Aeroexpreso
In services operated directly by Aeroexpreso, the passenger will be entitled to a full refund only when there is a definitive cancellation of the service directly attributable to Aeroexpreso and it is not possible to offer a reasonable equivalent operational solution. Operational delays do not constitute cancellation of the service and therefore do not automatically generate the right to a full refund.Aeroexpreso will not be responsible nor will it grant refunds for delays, interruptions or effects caused by vehicular traffic, weather, accidents, road blockages, marches, protests, celebrations, authority restrictions, fortuitous events, force majeure or other circumstances beyond its reasonable control.The operational need to modify exact boarding or disembarkation points when necessary to comply with traffic regulations, avoid inaccessible areas, operational restrictions, vehicular congestion or safety conditions does not constitute grounds for a refund.Any compensation, partial refund, electronic voucher, credit or commercial gesture granted by Aeroexpreso in the face of situations that are not demonstrable, not directly attributable to the company or not mandatory by law will be considered a commercial courtesy and will not constitute a precedent or general recognition of liability.In cases where only partial compensation is applicable in accordance with these terms and conditions, Aeroexpreso will exclusively make the applicable proportional refund, without obligation to make full returns.14.5 Situations attributable to the passenger
For passengers with pickup at airport, train station or bus terminal, the ticket may be considered lost without the right to a refund when the passenger:- is not present at the indicated meeting point;
- has significant delays in immigration, baggage, controls, purchases, meals or other personal reasons;
- follows instructions from third parties unrelated to Aeroexpreso to use another service;
- misses air, rail or land connections; or
- cannot be reasonably located by operational staff.
14.6 Refund deadlines and commissions
Refund requests will be considered submitted from the date and time of the first email, chat message or formal communication sent to Aeroexpreso’s official customer service channels.
The initial administrative evaluation and processing of refund requests may take up to forty-eight (48) business hours.
Once the refund is approved by Aeroexpreso, the time for crediting, returning or effective viewing of the funds may take approximately between fourteen (14) and thirty (30) business days, depending on the type of card used, issuing bank, cardholder’s country, payment gateway, financial institution or corresponding processor.
Approved refunds will be processed using the same means of payment used in the original purchase, unless there is a technical impossibility or different legal provision.
In the case of voluntary refunds or courtesy refunds, the amount to be returned will be calculated on the amount actually agreed, applying the corresponding percentage conditions (for example, 50% of the amount paid, according to the policy applicable to the request).
When the purchase was made by credit or debit card, the refund will not be subject to additional penalties other than those already established in the applicable policy.
When the purchase was made by QR codes or other similar means of payment, the refund may be subject to the deduction of non-reversible processing costs associated with the payment gateway, which may include a fixed charge of approximately S/ 0.85 plus a percentage of up to five percent (5%) of the amount to be refunded, according to the conditions of the payment provider.
When the purchase was made by PayPal or other international payment platforms, the refund may be subject to deductions for processor commissions, which may range approximately between US$ 2.30 and US$ 8.30 plus a percentage of up to six point forty percent (6.40%) of the amount to be refunded, according to the rates applied by the corresponding provider.
In all cases, the passenger acknowledges and accepts that processing costs, gateway commissions or financial intermediation charges are not refundable by Aeroexpreso, as they are charges applied by third-party payment providers.
15. Courtesy Amenities
Aeroexpreso may offer, on certain routes, vehicles or services, complementary benefits such as Wi-Fi, air conditioning, tourist stops, technical stops, stops for use of sanitary services or other operational facilities aimed at improving the passenger’s experience. Such benefits may vary according to the city, route, type of service, operator, weather conditions, technical availability, road safety, operational restrictions and characteristics of the assigned vehicle.Access to free Wi-Fi networks, when available, is provided on a referential basis and without guarantee of speed, stability, continuity, coverage, compatibility or permanent availability.Wi-Fi access credentials may be sent by confirmation email, electronic receipt, operational messages or delivered directly by customer service staff, when applicable.Some routes may include courtesy stops at viewpoints, tourist points, authorized establishments or safe areas for the purchase of food, medicines or use of sanitary services, at the passenger’s request. Such stops will be subject to operational conditions, safety, time availability and the criterion of the driver or operational staff.Airport shuttle or shared transfer services with strict schedules may limit or prevent unscheduled stops in order not to affect the general itinerary of the other passengers.The modification, suspension or lack of availability of any of these amenities or complementary benefits will not constitute an essential breach of the service nor will it automatically generate the right to a refund, compensation or indemnification.16. International Travel
In international services, each passenger is exclusively responsible for having valid, current and sufficient documentation to make the trip, including passport, identity document, visas, notarial permits, authorizations for minors, health certificates, vaccines, immigration forms and any other requirement demanded by the competent authorities of the countries involved.
Aeroexpreso does not perform immigration validation nor guarantee that a passenger meets the entry, transit or exit requirements demanded by the competent authorities, nor that such authorities authorize their entry, stay or exit from the corresponding territory.
The passenger acknowledges that immigration, health and entry requirements may change without prior notice, and it is their obligation to verify them directly with consulates, embassies, immigration authorities or other competent official bodies before the trip.
Aeroexpreso will not be responsible for fines, inadmissions, deportations, detentions, missed connections, cancellations, additional expenses, boarding impediments, denials of entry or exit, nor for any other decision adopted by the competent authorities as a consequence of non-compliance with immigration, documentary, customs or health requirements attributable to the passenger.
The impossibility of making the trip due to non-compliance with immigration, documentary, customs or health requirements, or due to any decision adopted by the competent authorities regarding the passenger, will be considered an impossibility of performance attributable to the passenger and may be treated as a no-show, without the right to a refund, compensation, rescheduling or credit, except for applicable legal provisions or specific conditions expressly approved by Aeroexpreso.
17. Services Operated by Third Parties and Combined Services
Aeroexpreso may market, intermediate, coordinate or resell services provided by third-party operators, including railway companies, land transport companies, tour operators, airport transport companies or other providers linked to passenger transfer. Services operated by third parties are additionally subject to the conditions, restrictions, operational policies and provisions established by each corresponding operator. The passenger acknowledges and accepts that each operator maintains exclusive control over the operation of its own services, including schedules, boarding, rescheduling, cancellations, availability, baggage, seat assignment, change policies, safety measures and transport conditions.Aeroexpreso acts as a commercial intermediary and customer service channel for the management of reservations, issuance of receipts, operational coordination and customer service; however, it does not control nor guarantee the material execution of the services provided directly by third-party operators.In combined services, the itinerary may include one or more sections operated by Aeroexpreso and one or more sections operated by third parties. Each section will be considered operationally independent, even when the services have been acquired within the same reservation, shopping cart, receipt or payment process.The passenger acknowledges that schedules, connection times, boarding points and operational conditions may vary between operators, so they must carefully review all the documentation sent for each section of the trip.In services operated by third parties, the ticket, ticket, QR code, locator, receipt or document issued by the corresponding operator will constitute the only valid document for boarding, making changes, requesting refunds, submitting claims or carrying out any management directly related to said service. The confirmation email issued by Aeroexpreso has only an informative and administrative character, except in services operated directly by Aeroexpreso where expressly indicated otherwise.Aeroexpreso will not be responsible for boarding denials, loss of services, cancellations, delays, operational modifications, technical failures, schedule changes, missed connections, accidents, damages, operational incidents or breaches attributable to third-party operators.When a passenger requires changes, cancellations, refunds or claims related to services operated by third parties, Aeroexpreso may assist in the corresponding administrative management; however, final approval will depend exclusively on the policies and decisions of the operator involved.The passenger acknowledges and accepts that certain third-party operators may require additional documentation, identity validations, physical printing of tickets, early presentations, special baggage policies or other conditions independent of those applied by Aeroexpreso.The acquisition of services marketed by Aeroexpreso implies the full acceptance of the operational conditions of both Aeroexpreso and the third-party operators involved in the contracted itinerary.18. Courtesy Refund Program for Participation in Experiences
Aeroexpreso may, on a discretionary basis, implement promotional courtesy programs consisting of the possibility of accessing a partial refund of the General Sales Tax (IGV) or equivalent amounts, as an incentive for the passenger’s participation in surveys, service evaluations, reviews on digital platforms or any other means of feedback authorized by Aeroexpreso.
This program may include, by way of example but not limitation, reviews on platforms such as Google Maps, TripAdvisor or other opinion platforms, satisfaction surveys, internal forms, social networks, digital publications, interviews, reports or any other mechanism for evaluating the passenger’s experience.
Participation in said program does not guarantee the obtaining of any refund, compensation or economic benefit, nor does it constitute an acquired right of the passenger.
The selection of eligible participants to receive a courtesy refund will be made by Aeroexpreso under internal evaluation criteria, which may include, among others, authenticity, level of detail, coherence, usefulness for future passengers and compliance with the conditions indicated in each call or promotional communication.
Participants who meet the evaluation criteria may be considered for a monthly draw, which will be held within the first business days of the following month, corresponding to the participations of the previous month.
The total maximum amount allocated by Aeroexpreso for this program will be up to five hundred soles (S/ 500) monthly, an amount that constitutes a global limit of the benefit and not an individual amount per passenger.
In the event of being selected in the draw, the passenger may receive a partial courtesy refund of the IGV or an equivalent amount, as determined by Aeroexpreso, until the monthly assigned budget is exhausted.
Aeroexpreso reserves the right to modify, suspend or terminate this program at any time, without this generating any obligation for compensation or indemnification.
Participation in this program implies acceptance of its specific terms, which may be additionally communicated in each particular campaign or call.19. Limitation of Liability
Aeroexpreso provides its own transport services and, in certain cases, additionally acts as a commercial intermediary for services operated by third parties. In all cases, Aeroexpreso’s liability will be limited exclusively to the obligations expressly assumed in accordance with the service actually contracted. Aeroexpreso will not be responsible for indirect losses, loss of profit, moral damages, loss of opportunities, loss of reservations, loss of flights, trains, buses, tours, accommodations, tourist activities, national or international connections, food expenses, accommodation expenses, alternative transport expenses or any economic damage derived from delays, cancellations, operational changes or incidents beyond its reasonable control.The passenger acknowledges that the schedules published on external platforms, third-party applications, metasearch engines, mapping systems, route planners, navigation services or informational sites may contain errors, update delays, incomplete information or outdated itineraries. Aeroexpreso does not guarantee the accuracy of information published by third parties unrelated to its official channels.The valid schedules, boarding points, operational instructions and conditions will be solely those communicated directly by Aeroexpreso through its official channels, confirmation emails, receipts, operational messages or authorized personnel.Aeroexpreso will not be responsible for acts carried out by third parties unrelated to the company, including informal taxi drivers, external agencies, street vendors, unauthorized operators, people who falsely identify themselves as representatives of Aeroexpreso or third parties who attempt to attract passengers using public or private information.The passenger is responsible for reasonably verifying the identity of the driver, vehicle, operational personnel and assigned unit before boarding any service. In case of reasonable doubts, they must contact Aeroexpreso’s official customer service channels directly before boarding or making additional payments.Aeroexpreso will never request additional cash payments other than those previously informed through official channels, except for extraordinary services expressly accepted by the passenger.Aeroexpreso will not be responsible when the passenger voluntarily decides to board different services, follow instructions from unrelated third parties, contract alternative transport by their own decision or deliver money to people not verified as authorized representatives of the company.In terminals, airports, stations and high-traffic public areas there may be third parties offering transport, tours, service changes or other commercial alternatives. Aeroexpreso has no relationship or responsibility for such external activities.The passenger acknowledges that certain land transport services may be affected by dynamic operational factors inherent to the activity, including traffic, controls, weather, road closures, airport restrictions, public events, security, operational saturation or instructions from competent authorities.Aeroexpreso’s maximum liability, when legally applicable, will in no case exceed the amount actually paid for the specific service directly affected.20. Customer Service and Claims
- WhatsApp: (+51) 904 244 509
- Email: hola@aeroexpreso.com.pe
- Virtual Claims Book: www.aeroexpreso.com.pe/en/libro-de-reclamaciones
