1. Who is responsible for what

The airline or travel agency you booked with sells the seat, collects payment, and issues your e-ticket, and is your point of contact for changes, cancellations, and refunds. The operating airline is responsible for everything that happens at the airport and in the air — check-in, boarding, meals, delays, lost or damaged baggage, in-flight service, and emergency assistance. Compensation owed for tarmac delays or denied boarding is the airline’s responsibility. PalapaVibez only referred you to the flight; we cannot issue tickets, make changes, or pay compensation on the airline’s behalf.

2. Tarmac delays

Under DOT’s tarmac-delay rule (14 CFR § 259.4), U.S. airlines must give passengers the opportunity to deplane:

• Domestic flights: within 3 hours of tarmac delay.
• International flights: within 4 hours of tarmac delay.

The operating airline is also required to provide food, water, working lavatories, and medical assistance if available during a tarmac delay. PalapaVibez does not provide these services and does not provide compensation for tarmac-delay inconveniences — that is the airline’s legal obligation. Foreign carriers operating into or out of the U.S. are subject to similar rules.

3. Denied boarding (overbooking)

U.S. airlines may sell more tickets than seats on a flight. If you are involuntarily denied boarding on an oversold flight, DOT rules (14 CFR § 250) require the airline to pay compensation based on how long the delay to your destination is, with payments ranging up to 4x your one-way fare (capped at $1,550) for delays beyond two hours on domestic flights or beyond four hours on international flights. Voluntary denied-boarding compensation is negotiated between you and the airline at the gate.

Denied-boarding compensation is paid by the operating airline. PalapaVibez does not have authority to pay denied-boarding compensation on the airline’s behalf.

4. Baggage policies vary by airline

Every airline has its own baggage policy — checked-bag fees, carry-on size limits, oversized-baggage rules, sports equipment surcharges. Where possible we surface the operating airline’s policy in your itinerary email, but the policy that applies to your bag is the one in effect at the airport on the day you fly. Always confirm at the airline’s website before packing.

If your checked baggage is lost or damaged, file a property irregularity report (PIR) with the operating airline at the airport before leaving the baggage claim area. The airline — not PalapaVibez — is liable under the Montreal or Warsaw Convention (or U.S. domestic rules) for the loss or damage.

5. Lithium batteries & prohibited items

Spare lithium batteries are prohibited in checked baggage by U.S. FAA and international IATA rules. They must travel in your carry-on. Devices containing lithium batteries (laptops, phones, cameras) may be checked but must be powered off and protected from accidental activation.

Other items commonly prohibited in checked baggage include flammable liquids, compressed gases, fireworks, and most aerosols. Carrying prohibited items can result in denial of boarding, civil penalties from TSA (up to $13,910 per violation), or criminal charges. Check the FAA’s PackSafe guide and your airline’s dangerous-goods page before packing.

6. Schedule changes & cancellations

Airlines change schedules constantly — equipment swaps, weather, crew availability, route adjustments. Because you booked with the airline or a travel agency, they notify you of changes and handle your options. Significant changes (typically a 1+ hour shift in departure or a routing change) usually trigger your right to:

• Accept the new schedule.
• Request a rebooking on the same airline at no fare difference.
• Request a full refund of the ticket to your original payment method, if the airline’s fare rules entitle you to one.

For involuntary refunds where the airline has cancelled or significantly delayed your flight, DOT rules (14 CFR § 259.5) require U.S. airlines and foreign airlines flying to or from the U.S. to refund the ticket value. Request that refund from whoever you booked with — the airline or travel agency — since they took the payment.

7. Refunds

Flight refunds are issued by the airline or travel agency that charged you — voluntarily under the airline’s fare rules, or involuntarily when the airline cancels or significantly changes your flight. PalapaVibez never took your flight payment, so we cannot issue or expedite a flight refund. Contact the company shown on your card statement and booking confirmation.

Refunds typically clear in 5–10 business days depending on your card issuer.

8. Filing a complaint

If you have a complaint about your flight (delays, denied boarding, baggage, discrimination, in-flight service), file with the operating airline first. If unresolved after 30 days, you can escalate to the DOT’s Aviation Consumer Protection division at transportation.gov/airconsumer.

If your complaint is about the booking transaction or our service fee, email [email protected]with your booking reference and we’ll respond within two business days.