What if my flight is delayed or canceled?
What we do when your flight changes, what to send us, and how travel insurance helps.
Flights change, and we deal with it every week. Here is how it works.
Your flight to Costa Rica is late. Don't worry. Our drivers track your flight and will be waiting when you land, even if it is hours late. If you are arriving very late at night, we let your hotel know you are on your way.
Please tell us. Send us a WhatsApp at +506 8352-9916, day or night, with your new flight number and arrival time. If the airline changes your flights before you travel, forward their email to concierge@costarica.org so we can adjust your transfers.
You arrive a day or more late. We reorganize the rest of your trip with you. Your hotels, drivers and guides are prepaid, so services you miss, such as a first night or a tour, cannot be refunded under our providers' policies. We will send you a letter confirming the missed services, with receipts, for your travel insurance claim. Any new transfer or extra night you need is booked as a new service.
Domestic flights. If a late international flight makes you miss a domestic flight, the domestic airline treats it as used and does not refund it. That is why we leave room between your international arrival and any domestic flight. If a domestic flight changes its schedule, we re-time your transfers for you.
Your flight home is delayed or canceled. Tell us right away and we will re-time your transfer to the airport. The airline handles your new flight. If you need an extra night, we can help you arrange it.
The airline and insurance. You book your international flights yourself, and we do not manage airline reservations, so the airline decides how to rebook you. A missed or canceled flight is a claim against the airline, and many travel insurance policies cover delays, missed connections and extra nights. See Do I need travel insurance?
For what happens at the airport when you land, see What happens when I land?