GUIDANCE SERVICE FOR AIR PASSENGERS

Transcription

1 GUIDANCE SERVICE FOR AIR PASSENGERS This manual contains relevant information and recommendations for air passengers visiting Peru. Civil Aviation Authority of Peru

2 GUIDANCE SERVICE FOR AIR PASSENGERS BEFORE TRAVELING The airline ticket formalizes the contract between the passenger and the airline. The airline must provide the conditions of transport to the passengers. It is important that passengers read and know those conditions of transportation as they establish the terms of the air transport service. Transportation terms are generally available on the airline's website. At the time of purchasing your ticket consider, at least, the following information so that you can choose the type of flight that suits you best so you can carry out your trip according to your needs: availability of flights (nonstop flights, flights with stopovers but no change of aircraft, flights operated by another airline) rates, itineraries, schedules, aircraft model, conditions, restrictions, reservations, cancellations, refunds and data about the quantity and weight of the baggage. Low fare tickets, in general, are subject to certain restrictive conditions that you should know about (impossibility of changes, no refund of the ticket amount, etc.) and they are of limited availability, as established by the airline. Therefore, it is important that before buying the ticket you should find out the conditions of this service in detail. Prior to the start of your trip, it is recommended that you confirm your flight reservation at least 48 hours before your scheduled flight begins or as directed by the airline. We recommend that you arrive at the airport 3 hours before an international flight and 2 hours before a domestic flight so that upon submission of the air ticket and your travel documents (Passport), a boarding pass is given to you. Then, make sure that you have enough time to go through the mandatory control processes (security and / or immigration) before boarding your flight. 1

3 TRAVEL DOCUMENTS (PASSPORTS, VISAS, IMMUNIZATIONS, ETC) The passenger must always travel properly documented and informed of the possible documents that may be required in the country of destination or transit, both for arrival and when you want to return to Peru. Therefore, before traveling, make sure you have all the documentation in order: Passport, National Identity Document, Immigration Card, Visas or Health Cards. It is strongly recommended to call the embassy or consulate of the destination country and transit (when disembarking the aircraft to board another) to learn about the documentation that can be requested. Keep in mind that certain countries do not accept passports whose validity is less than six months or are in poor conditions. The Peruvian Migratory Regulations grant tourists with 183 non-extendable days as the maximum limit of stay in the country. The granting term is subject to the discretion of Peruvian officials upon entry to the country and will depend on the purpose of their visit. We recommend you to visit the following Ministry of Foreign Affairs of Peru links to get more information about the Visas requirements: Visa requirements for foreign citizens: Documents/VisasXExtranEnero2012.pdf You can also check Travel Information with The International Air Transport Association (IATA) for documentation and vaccines for your trip: 2

4 TRANSPORT OF MONEY All travelers entering or leaving Peru are required to declare the cash and financial instruments they carry when the amount exceeds ten thousand US dollars (US $10,000) or the equivalent in another currency to Customs Administration. Due to Peruvian customs law is forbidden to carry cash, values or financial instruments exceeding USD 30,000 or the equivalent in another currency whenever you arrive or leave Peru. It is also prohibited to enter or leave the country carrying "bearer-issued" negotiable financial instruments or cash in excess of US $30,000 or the equivalent in national or foreign currency. The entry or exit of these amounts must be made through companies authorized by the Superintendence of Bank and Insurance of Peru. It is recommended to take into account that the omission or false declaration of the amount will result in the forfeiture of the money and financial instruments as well as the adoption of corresponding civil and criminal actions according to Peruvian laws. INFORMATION REQUESTED BY THE AIRLINE An increasing number of countries are requesting personal information from passengers prior to their arrival at the airports of those countries. This information is used to compare the identity of passengers with existing terrorist lists or other persons involved in criminal activities according to their databases. Australia, Canada, Spain, the United States and Great Britain are some examples of destinations that request this type of information. If you are traveling to a country that requires this type of information, it is strongly recommended that you provide such information to the airline prior to your arrival at the airport or upon request. Many airlines allow the delivery of this information online at the time of purchase. Keep in mind that if you do not provide such information to your airline, they may prevent you from boarding. BAGGAGE Baggage check in must be done at the counter assigned to the airline at the airport, where passengers will be given a boarding pass and a bag tag. For your own safety and that of other passengers, do not check or carry with you any baggage or belongings from unknown people. The transportation of your baggage is included in the price of the air ticket. Remember that the weight and quantity of baggage allowed to be carried on board the aircraft will be established in the conditions of transportation, as well as if permitted, the amount to be paid for excess baggage weight. 3

5 CONSIDERATIONS FOR BAGGAGE PREPARATION Be sure to identify your travel bags by using durable labels. It is advisable to place a label internally, in case the label on the outside is lost or deteriorated. It is recommended not to include in your hold baggage (checked-in), perishable, fragile items, valuables (money, jewelry, electronic items, etc.), documents, keys, etc. Do not wrap gifts in gift wrap, as it may need to be checked during the security check and therefore remove them from the gift wrap. For the transport of medicines in hand baggage, ensure that they are properly labeled (label indicating the name of the medicine and the manufacturing laboratory) and have the doctor's prescription note available. In case you consider the transport of firearms and / or ammunition inside your hold baggage (checked), you are to inform the airline representatives when delivering your baggage to the airline counter. Also, take into account that certain airlines do not transport weapons or ammunition under any conditions, therefore, it is strongly suggested that prior to the intention to travel contact the airline and find out the conditions for their transportation. HOW SHOULD I CHECK IN MY BAGGAGE? You must go to the airline assigned counter where you will receive your boarding pass and your bag tag. Verify that your final destination appears on the ticket, otherwise, check with the airline personnel. If you have a connecting flight with another airline, check whether it is feasible for your airline to take charge of transferring the passenger's checked-in baggage at the connecting airport 4

6 CULTURAL PROPERTY REPLICAS In order to comply with Law General Law of Cultural Heritage of the Nation - and its Regulations, the Ministry of Culture has implemented a module of verification of Cultural Property at the Jorge Chávez Airport. There are replicas of all objects of modern manufacture that imitate decorative forms and figures of pre-hispanic or colonial pieces (ceramics, goldsmiths, stone, wood, textiles, paintings and others), and these must be verified in order to check their conditions before leaving the country. To access this service, you can request it at the airline counter, so that the staff can contact the Ministry of Culture specialized officials who, for free, will issue the corresponding certificates for replicas. This certificate will be used to authenticate the replica status of the items in other airports. If it is verified that these are authentic pieces, whose possession is irregular, they will be confiscated. This service not only prevents valuable pieces of our cultural legacy from leaving our country but also tourists leaving the country can immediately have their replicas and souvenirs checked. TRANSPORTATION OF PETS Note that due to airline policies or restrictions of the Peruvian State or other countries, the transportation of animals in the cabin of passengers of the aircraft may be restricted or subject to certain conditions, therefore we suggest you contact the airline directly. In the case of the Peruvian State, the National Service of Agrarian Health (SENASA) provides information about the steps that need to be followed to obtain phytosanitary and zoo sanitary certificates in relation to the pet that is wished to be taken along. Find more information on the link below. 5

7 GUIDE DOG The law 29830, which promotes and regulates the use of guide dogs by people with visual disability, points out that guide dogs have free access to any kind of transportation means in an unlimited, constant and unhindered way. A guide dog accompanying a visually impaired passenger may travel in the cabin unless it is prevented by applicable aeronautical regulations or the design of the aircraft cabin (space between seats) In case the guide dog is allowed to travel in the cabin, it must be put next to the passenger in a place assigned by the crew, which cannot be in the emergency exit rows or in any way that could obstruct the normal and quick access to the emergency exits or the aisle. SECURITY MEASURES All passengers must comply with security regulations at airport inspection posts where they are subject to close checks. Similarly, carry-ons and baggage are inspected as well as other control procedures and security measures done by the police, customs, immigration authorities or the airline. Take into account that Law of the Civil Aviation Security Act states in article 11.1 the following: Every passenger who intends to be transported by air will allow being checked along with their baggage when required by the airport security personnel or air operators at checkpoints. Otherwise, they are denied access to the passenger terminals and to the aircraft itself. In addition, bear in mind that Civil Aviation Law states in article 236 the following: The airline is entitled to inspect the contents of the passengers' baggage in their presence and at the time of delivery, and the company may refuse transportation if inspection is denied. The Customs Authority is in charge of exercising the baggage control within its competence and may request the intervention of the National Police in cases deemed necessary. If the inspection of the baggage is requested, they must collaborate with the authority that requests it. Passengers must cooperate with the security personnel when performing the inspection functions at the checkpoints to the security zones (passenger terminal and access to the aircraft platform). Keep in mind that for your safety and that of other passengers on the aircraft, access to items that pose a threat to flight safety will be restricted. These items are listed: firearms, knives, blades, explosives or explosives, grenades, etc. 6

8 We suggest not to bring gift-wrapped packages to the security inspection area as staff may ask you to unpack them. In case you are not sure about the transport restrictions that exist for the item you want to transport, contact the airline's staff or the airport agents in advance to find out if it is allowed. This will prevent any unnecessary delay at the baggage checkpoints. At the point of inspection, passengers are required to walk through a metal detector, for this purpose, please remove your personal effects, such as telephone, keys, watch, coins, wallet, etc., and place them in the plastic trays located at the security checkpoint so carry-on baggage can be inspected through an x-ray machine. Likewise, passengers have to remove their coats and place them in the tray. These items are also examined separately while passengers are being inspected. Likewise, remove your laptop and any other similarly sized electronic device from their covers, and place them in the tray to be inspected separately from other items at the security controls. If you have a pacemaker, please inform the airport security personnel before passing through the metal detector. If the metal detector alarm is activated, security personnel must search you to identify which element has triggered that alarm. This action is necessary in order to prevent the entrance of metallic articles such as firearms, knives, knives, etc. For the well-being of passengers, security procedures can be reinforced at any time at the airports of the country, so plan enough time to enter the security inspection posts before boarding your flight. CONSIDERATIONS TO FACILITATE SECURITY INSPECTION Be sure to report to security checkpoints well in advance. It is not necessary to remove small metal items (rings, earrings) or glasses prior to the security check; however, delays can be avoided if you place your metal items inside your carry-on baggage before passing control. Remove your coat or jacket and place them on the tray. These garments will be examined separately while you are inspected. Remove laptops, video cameras or cameras from their case and place them in the tray to be inspected separately from their covers at the security controls. If it is considered appropriate by the operator of the X-ray machine, they can request your authorization to inspect the contents of your baggage. Remove the metal-containing belts before passing through the control station and placing it open inside the trays for X-ray inspection. 7

9 If you are wearing boots, platform shoes or shoes containing metal, you may be asked to remove these shoes for x-ray inspection. For this reason, it is advisable to wear shoes that can be easily removed. Do not wrap gifts in gift wrap, as they may be inspected during the security check. Avoid saturating internal baggage space so that after the probable inspection of your baggage contents can be easily closed. If a physical inspection is to be conducted, tell the security officer about any pain or sensitive area due to a recent surgery or other reason. For medical implants that may be affected by the magnetic field of the metal detector equipment, such as pacemakers, insulin pumps, etc. say it to the security officer and if necessary you may request a physical inspection in private. If you have hip implants or mobility equipment that can activate the metal detector equipment, say it to the security officer. The security officer will request permission to view and touch the artificial hip implant and mobility equipment. In this respect, the mobility equipment will be inspected using x-ray equipment. Never joke or talk unintentionally about the transport of bombs, guns or weapons in general, as it may be subject to sanctions ranging from the refusal of boarding to legal actions, as this action constitutes an act of unlawful interference. CONSIDERATIONS FOR SECURITY CONTROL WHEN TRAVELING WITH CHILDREN Babies must be removed from their baby carriage so they can be inspected with the hand held metal detector while being held in arms. Children who are old enough to be able to walk unassisted must walk alone through the metal detector. Do not give your child to security officers to be held. The security officer will request your help to carry out, if necessary, further inspection of the child. Any physical examination of the child must be carried out in the presence of their parents or guardian. Baby carriages and any other equipment used by the baby will be checked by X-ray equipment. Remember that the transport of weapons from toys, water guns or replicas will be retained at security checkpoints. 8

10 RADIATION RISKS WHILE PASSING THROUGH METAL DETECTOR The metal detector is designed not to affect people in general. However, you may request the security officer a manual inspection by officers of the same genre instead of an inspection with a metal detector. It should be noted that this physical search can be done in a private place at your request. SECURITY CONTROL CONSIDERATIONS FOR VISUALLY IMPAIRED PEOPLE Security officers will offer the following options for a passenger security inspection under these conditions: Walk through the metal detector accompanied by a guide dog, or Be searched by portable metal detector equipment, or Be searched manually. This process may be performed in a private place at the passenger s request of and performed by security officers of the same gender as the visually impaired passenger. The security officer must also visually check the guide dog and its harness. The guide dog harness must not be removed from the animal during the process, however, items such as bags loaded by the animal or the like must be inspected by x-ray equipment. AID EQUIPMENT CONSIDERATIONS FOR PEOPLE WITH REDUCED MOBILITY Mobility aids include wheelchairs, canes, walkers, and crutches, among others. Whenever possible, these support equipment must be inspected through x-ray equipment or by manual inspection. ANDEAN IMMIGRATION CARD (TAM) At the moment of inspection, it is recommended to have the Andean Immigration Card (TAM) available for submission to the Inspector at the Migrations Control Post in the departures international area in order to expedite the procedures. If the TAM has been lost, you must pay a fine at the international departures area of the migration control post. In the following link of the National Superintendence of Migrations you can get a copy of TAM in Spanish, English and Japanese languages. 9

11 ON BOARD THE PLANE Pay attention and comply with the safety instructions given before take-off and during the flight, in particular, those concerning the use of safety belts and the use of electronic devices, or any instruction provided by any aeronautical personnel in charge of preserving the order and safety of the flight. In accordance with current legislation, any passenger on board the aircraft carrying out any of the following actions shall be considered a disruptive or unruly passenger, and based on the provisions of article 11.2 of Civil Aviation Law 28404, they may be disembarked from the plane by the aircraft commander under the following considerations: Any action that affects the performance of the crew members' duties or it diminishes their ability to perform their duties such as physical attack, intimidation, physical or verbal threat against a crew member. Refusal to obey legitimate instructions given by the aircraft commander or by a crew member on behalf of the aircraft commander which are meant to ensure the safety of the aircraft, the persons or property on board the aircraft. Any act of physical violence, sexual assault or pedophilia against another person. Aggressive behavior or verbal threat against other passengers Intentional act that causes damage or destruction of aircraft, crew or passengers Consumption of intoxicating alcoholic beverages or drugs Cigarettes use or similar products in the lavatory that may endanger the safety of the aircraft Tamper with smoke detectors or other safety-related device on board the aircraft Operation of portable electronics in circumstances in which it is prohibited To ensure the safety of the flight and passengers, the airline represented by the commander may take action in cases where the behavior of a passenger could endanger the safety of the aircraft or persons. For safety reasons, pregnant women, adults with infants, children, as well as adults under certain circumstances, must not occupy seats that are located in the emergency exit row. 10

12 Listen to the explanations offered by the crew in relation to the safety measures, as they vary according to the type of aircraft. In the pocket, in front of your seat, you will find an information booklet which has instructions to follow based on the aircraft model in case of an emergency. SUGGESTIONS FOR COMFORTABLE AND HEALTHY TRAVEL Ensure that you have the necessary vaccines or immunizations for your destination. Seek your doctor s advice if you have any doubts about the conditions of the trip that may affect you in a negative way. Arrive at the airport at the time recommended by the airline to avoid situations that may cause stress or anxiety. Do not forget to bring with you and within reach medicines necessary to have a stable condition during the course of the flight. Wear loose, comfortable clothing in order not to impede normal blood circulation as well as footwear that have been previously worn. Because of the pressurization effects inside the cabin, avoid eating foods or drinking beverages that encourage the formation of gasses before and during the flight; the gasses inside the body tend to expand. If possible, avoid placing items under the seat in front of you so you may stretch and exercise your legs. It is suggested that you get up and walk around the cab periodically (every 60 to 90 minutes) as long as the seat belt warning is not on or no imminent turbulence zone is nearby. To facilitate the free flow of air between the nasal cavities and the middle ear particularly in the descent, it is useful to pass saliva, chew or yawn. For this reason, giving children something to drink or suck on may be useful to avoid discomfort. Passengers with infections in the nasal or auditory cavities should avoid flying as the congestion of these cavities prevents free circulation of air, which could cause intense discomfort or other similar adverse reactions. To minimize discomfort caused by the low relative humidity inside the cabin of the aircraft it is recommended to drink reasonable amounts of water and juices; Limit the consumption of alcoholic beverages, tea, coffee and caffeinated beverages, as they cause the loss of liquids; Use glasses with frames instead of contact lenses and apply moisturizers. 11

13 In case you suffer from specific symptoms aboard the aircraft, the airline personnel can advise you what actions to take to mitigate these symptoms. The passenger who is carrying a disease has an obligation to go through a medical test with his attending physician and inform his condition to the airline, well in advance, so that pertinent recommendations can be issued. Nonetheless, as a general rule, a person suffering from an unstable or contagious disease must not fly. Keep in mind that this information is designed to complement but does not seek or replace the professional advice of a doctor or other qualified person for that purpose. JET LAG Also known as hourly decompensation, circadian dysrhythmia or time zone syndrome, it is an imbalance produced by the internal clock of a person (which marks the periods of sleep and wakefulness) and the new schedule that is established when traveling long distances by airplane across several time regions. The person's internal clock tends to prevail, so when traveling to the East you will not sleep when night has arrived and, in the case of trips to the West, you will sleep in broad daylight. Here are some suggestions that may help lessen the effects associated with jet lag: Rest well before the trip. Eat easily digestible food before and during the flight. During the flight, adjust the rest activities to the schedule of the place of destination. Drink water or fruit juices during the flight and minimize the consumption of alcoholic beverages. Consider strategic intake of caffeinated beverages during the day to avoid fatigue but avoid using it at least six hours before bedtime. Wear loose, comfortable clothing. Avoid naps, as much as possible or limit them to a single one for less than 40 minutes. Consult with your Doctor, if the use of medication to rest is beneficial to your particular case. INCIDENTS WITH BAGGAGE It is essential that in the case of incidents with checked-in baggage (destruction, loss, deterioration or delay), you report these events to the personnel appointed by the airline before leaving the baggage claim area. If not, you must immediately go to the airline counter to make the timely report. If you have difficulty locating the airline counter, go to the airport information desk. Bear in mind that all claims have to be written and within the deadlines established for each case in the Civil Aeronautics Law - Law No

14 Hand baggage Checked-in baggage deadlines Delay, Loss or destruction 05 business days upon arrival Partial loss or damage Total loss or destruction Delay 05 business days upon delivery 05 business days from the company notification 05 business days upon arrival ARRIVAL IN PERU You must hand in the International Boarding and Disembark Card (Andean Migrations Card - TAM) to the immigration control officers when required as well as the Affidavit of Baggage - Income to the officials at the customs control post. The passenger must show TAM when entering the country at the Migrations checkpoint. This document must be kept on hand during your stay as its submission is a requirement for the exit of the country. In the case of loss, a fine must be paid. Customs formalities for the entry of goods into Peru establish a special customs regime, which states what a tourist can bring as baggage without making the tax payments for their entry. Passengers must go through customs control upon arrival at the airport and they must fill out a customs form. In the case of families, the head of the family can submit a single form, indicating the number of members (parents, spouse, and children under 18) and the total baggage. The passenger who does not carry the following goods: Cash and / or financial instruments for more than ten thousand United States dollars (US $10,000) or its equivalent in another currency. Cultural assets, animals, plants and derived products, pesticides for agricultural use, veterinary products, animal feed and others. Items subject to the payment of taxes or that you wish to bring into the country temporarily. You can go through customs control with your passport and the baggage form (affidavit) without paying taxes. On the other hand, If the passenger carries the aforementioned goods, he must pay a single tax of 14% on the value of those declared goods, the value of which together does not exceed one thousand US dollars (US $1,000) per trip, up to three thousand dollars (US $ 3,000) during the year, provided they are considered as baggage. In the case of doubt, check with the customs staff. If applicable, the payment of taxes will be made in US dollars or in national currency at the exchange rate of the payment date. The normal import taxes will be paid for goods that exceed the established limits. 13

15 BAGGAGE GOODS EXEMPTED FROM TAX PAYMENT The following is a list of goods considered as baggage exempted from tax payment: Passenger's clothing or personal adornment Toiletry items for passenger's use Medications for the passenger's personal use One shaving machine or electric epilator for passenger's use (The passenger must be over 7 years old) Two portable appliances for hair and passenger's use One unit or one set of sporting items for the passenger's personal use One portable electronic calculator Books, magazines and printed documents in general that are identified for passenger's personal use Suitcases, bags and other containers of common use that contain the objects that constitute the baggage of the passenger One musical instrument, provided it is portable One broadcast receiver, or one sound player, even with a recorder, or one equipment that contains them, provided it is portable with its own energy source and is not the professional type Up to a maximum of twenty compact discs Two cameras One camcorder, provided it is portable, with its own power source and is not professional type (The passenger must be over 7 years old) One portable digital video disc player One portable electronic video game Two external hard drives for computer, four memories for digital a camera, camcorder, and / or video game, only if you carry these devices, four USB flash drives, ten video camcorders Portable, and ten digital video or video game disks One portable electronic agenda or electronic tablet 14

16 One laptop, with its own power source. (The passenger must be over 7 years old) Two cell phones (the passenger older than 7 and under 18 years, can only enter one unit). Up to twenty packs of cigarettes or fifty pure cigars or two hundred and fifty grams of chopped tobacco or smoking strands. (The passenger must be over 18 years of age) Up to three liters of liquor. (The passenger must be over 18 years of age) Auxiliaries and equipment necessary for medical control and mobilization (wheelchairs, gurneys, crutches, blood pressure, temperature and glucose meters, among others) carried by disabled or sick passengers. One domestic animal as a pet, which must be submitted prior to compliance with the corresponding health regulations. Declared objects that appear in the Declaration of Temporary Departure or that are proven to be national or nationalized provided they constitute baggage and are presumed to be not intended for trade by their quantity. Goods for use or consumption of the passenger and gifts that by their quantity, nature or variety are presumed to be not intended for trade, for a combined value of US $ (five hundred and 00/100 United States dollars America). In the case of electrical appliances, electronics, tools, and equipment belonging to the activity, profession or trade of the passenger, they may not exceed one (1) unit for each type. As the above information may be modified, it is requested to consider visiting the passenger information section on the website of the National Superintendence of Customs and Tax Administration (SUNAT): You can enter sports articles for personal use, goods and / or equipment for the development of activities related to adventure tourism without paying taxes during your stay in national territory for a maximum of twelve months. 15

17 These activities are as follows: Delta wing Walking and mountaineering Canoeing Hunting Underwater hunting Speleology Water skiing Snow skiing Kayak Observation of flora and fauna Paragliding Fishing Surfing Trekking Windsurfing The following products may be admitted as baggage by air transport, land or sea, without the Zoo sanitary Import Permit (PZI) or the Export Sanitary Certificate, provided they do not come from countries with sanitary restrictions: Sausages or meat products cooked and hermetically packaged: up to 03 kg or one mold. Cooked and hermetically packaged hams: up to 05 Kg. Or one mold. Matured, processed and hermetically packaged cheeses: up to 10 kg or 01 molds. Canned fast food: up to 02 Kg. Hermetically sealed pasteurized processed honey (factory): up to 01 kg. Milk and canned milk products 16

18 CURRENCY EXCHANGE Peru's official currency is the Nuevo Sol. Most tourism-oriented businesses accept US dollars; however, the local currency is needed to make payments for basic services such as public transportation. It is advisable to make the currency exchange at formal establishments like banks or exchange houses that can exchange both dollars and euros. It is necessary to take into account that only the change will be made when the bills are in perfect condition. USEFUL TIPS BEFORE LEAVING THE AIRPORT Avoid hiring people who hang around the air and land terminals or on public roads. Taximeters are not used in Peru. Consult benchmark rates with Iperú (governmental entity with offices located inside the facilities at the airports) before negotiating with taxi drivers. The prices are not based on the number of passengers. We recommend that you exchange your money at exchange houses or banks. Accept bills only in perfect condition. Consult with your hotel or Iperú about benchmark prices of products or services and request payment vouchers for all your consumption and purchases. The fines for traffic violations are only paid in the Municipality. Check at your hotel or Iperú about the level of security of the places you will visit. When traveling by bus, if you carry valuables, put them in your hand baggage and do not lose sight of them. If you enter through the borders remember that on departure and entry to Peru no payment is made. The process for the Andean Card is simple and does not require the help of third parties. 17

19 COMPLAINTS If you have had problems such as delayed flight, loss or deterioration of baggage, modifications of schedule, poor quality of service, unforeseen stopovers in air transport, you must go to any of the Iperú" service stands (information and assistance to the tourist) or to INDECOPI located in the national and international areas at the Jorge Chavez airport. Through these stands, complaints or suggestions are received immediately and personally providing you with pertinent solutions. Likewise, if you consider that the compensation for damages caused by the airline, it is not enough after you filed the claim, you may go to INDECOPI or the Courts of Justice to determine the possible liabilities and indemnities. TOURIST INFORMATION AND ORIENTATION OFFICE (IPERU) Peru has an information and assistance system for passengers provided by the Peruvian Commission for the Promotion of Export and Tourism (PROMPERU), which offers official tourist information on attractions, routes, destinations and companies that provide tourist services, and Guidance and Advice when tourism services were not provided according to what the operators offered, offering users the ideal channel to send their queries and complaints. Find below Iperu offices directory for our major cities: AMAZONAS Chachapoyas Plaza de Armas, Jr. Ortiz Arrieta 590. Telephone: (041) Opening hours: M-F 09:00 a 18:00 S 09:00 a 13:00 18

20 ÁNCASH Huaraz -Main square, Pasaje Atusparia office 1. Telephone: (043) Opening hours: M-F 09:00-18:00 S: 09:00-13:00 - Tourist information stand: Jr. San Martín Block. 6 s/n. (Bus parking area) Opening hours: M-F 09:00-10:30 AREQUIPA Arequipa -Main square, Municipality doorway No 110. Telephone: (054) iperuarequipa@promperu.gob.pe Opening hours: M-F 09:00-18:00 S 09:00-13:00 - Alfredo Rodríguez Ballón Airport (Arrival and main halls) Telephone: (054) iperuarequipaapto@promperu.gob.pe Opening hours: M-F 06: Sat.-Sun. 06:00-18:00 AYACUCHO Ayacucho -Main square, Municipality doorway 45. Telephone: (066) iperuayacucho@promperu.gob.pe Opening hours: M-Sat. 09:00-18:00 Sun. 09:00-13:00 - Crnl. FAP Alfredo Mendívil Airport iperuayacuchoapto@promperu.gob.pe Opening hours: Horario de vuelos. CUSCO Cusco - Velazco Astete Airport, (arrival and main halls). Telephone: (084) iperucuscoapto@promperu.gob.pe Opening hours: M-Sun. 06:00-17:00 - Main square, Harinas doorway 177 (traveler point del BCP) Telephone: (084) iperucusco@promperu.gob.pe Opening hours: M-Sat. 08:00-20:00 - Machu Picchu, Av. Pachacutec Cdra. 1 s/n. of. 4. Telephone: (084) iperumachupicchu@promperu.gob.pe Opening hours: M-Sat. 09:00-13:00 and 14:00-18:00 Sun. 09:00-13:00 19

21 LA LIBERTAD Trujillo - Main square, Jr. Diego de Almagro No 420. Telephone: (044) iperutrujillo@promperu.gob.pe Opening hours: M-Sat. 09:00-18:00 S 09:00-13:00 - Huaca de la Luna archeological complex, Opening hours: M-Sun. 09:00-14:00 LAMBAYEQUE Chiclayo - Chiclayo downtown, Calle Siete de Enero 579. Telephone: (074) iperuchiclayo@promperu.gob.pe Opening hours: M-Sat. 09:00-18:00 Sun. 09:00-13:00 -Tumbas Reales de Sipán Museum, Av. Juan Pablo Vizcardo y Guzmán s/n Opening hours: M-Sun. 09:00-14:00 ICA Nasca - Panamericana Sur Km. 452, Vista Alegre, Nasca iperunasca@promperu.gob.pe Opening hours: M-Sun. 07:00-13:00 y 14:00-16:00 LIMA Y CALLAO - Jorge Chávez Internacional Airport, (Boarding area, local and international arrivals public area) Telephone: (01) iperulimaapto@promperu.gob.pe Opening hours: 24/7 - Lima Metropolitana, Jorge Basadre 610, San Isidro. Telephone: (01) , iperulima@promperu.gob.pe Opening hours: M-F 09:00-13:00 y 14:00-18:00 -Larcomar Mall- Miraflores, Stand No 10, Main hall. Telephone: (01) iperularcomar@promperu.gob.pe Opening hours: M-Sun. 11:00 a 14:00 y 15:00 a 20:00 LORETO Iquitos - Iquitos downtown, Calle Napo 161 Telephone: (065) iperuiquitos@promperu.gob.pe Opening hours: M-Sat. 09:00-18:00 Sun. 09:00-13:00 - Crnl. FAP Francisco Secada V. Airport (Arrival hall). 20

22 Telephone: (065) Opening hours: Flight timetables PIURA Piura - Main square, Jr. Ayacucho con calle Libertad s/n. Telephone: (073) iperupiura@promperu.gob.pe Opening hours: M-Sat. 09:00-18:00 Sun. 09:00-13:00 - Cap. FAP Guillermo Concha Iberico Airport (Arrival hall) iperupiuraapto@promperu.gob.pe Opening hours: Flight timetables PUNO Puno - Main square, Intersection of Jr. Deustua con Jr. Lima. Telephone: (051) iperupuno@promperu.gob.pe Opening hours: M-Sat. 09:00-18:00 Sun. 09:00-13:00 - Inca Manco Cápac Airport - Juliaca (Arrival hall) iperupunoapto@promperu.gob.pe Opening hours: Flight timetable TACNA Tacna - Paseo Cívico, Av. San Martín 491. Telephone: (052) iperutacna@promperu.gob.pe Opening hours: M-Sat. 08:30-18:00 Sun. 08:30-13:00 - Crnl. FAP Carlos Ciriani Santa Rosa Airport (Arrival and main halls) iperutacnaapto@promperu.gob.pe Opening hours: Flight timetable -Santa Rosa Fronterizo Complex Hito La Concordia (Next to the migration office) Opening hours: F-S 08:30-16:00 Terminal Terrestre Manuel A. Odría Servicio Nacional, (Calle Prolongación Hipólito Unanue s/n). Opening hours: M-Sun. 08:30-14:00 TUMBES Tumbes - Tumbes downtown, Malecón III Milenio 3rd. floor. Telephone: (072) iperutumbes@promperu.gob.pe 21

23 Opening hours: M-Sun. 09:00-13:00 - Aguas Verdes Fronterizo Complex Av. Panamericana Norte Km Opening hours: Thur.-Sat. 09:00-17:00 iperutumbesav@promperu.gob.pe In view of the information described above may be subject to modifications, it is advisable to visit the Iperu website a take a look at the national offices listing section: National Institute for the Defense of Competition and Protection of Intellectual Property (INDECOPI) INDECOPI is in charge of assisting tourists as consumers in case the contracted services (tourism or non-tourism) were not provided by the supplier under the conditions offered. The directory of INDECOPI offices at national level is shown below: Telephone Exchange: From Lima: From Provinces: (free of charge) AMAZONAS Chachapoyas - Jr. Amazonas N 570, Chachapoyas Telephone: (041) Opening Hours: M-F 08:30-13:00 and 14:15-16:30 ÁNCASH Huaraz - Av. Agustín Gamarra 671, Huaraz Telephone: (043) Opening hours: M-F 08:30-16:30 ÁNCASH Chimbote - Av. José Pardo N 194, Chimbote Telephone: (043) Opening hours: L-V 08:30-16:30 AREQUIPA Arequipa - Calle Hipólito Unanue Nº 100-A, Urb. Victoria. Telephone: (054) Opening hours: M-F 08:30-16:30 AYACUCHO Ayacucho - Jr. San Martín N 432, Ayacucho 22

24 Telephone: (066) Opening hours: M-F 08:30 a 13:00 and 14:15 a 16:30 CAJAMARCA Cajamarca - Jr. Amazonas No 785, Cajamarca Telephone: (076) Opening hours: M-F 08:30-16:30 CUSCO Cusco - Urb. Constancia Mz. A-11-2, (ex local del Juzgado Mixto de Wanchaq) Wanchaq, Cusco Telephone: (084) Opening hours: M-F 08:30-16:30 HUANUCO Huanuco - Jr. General Prado N 873, Huanuco Telephone: (062) Opening hours: M-F 08:30-13:00 and 14:15-16:30 ICA Ica Av. Conde de Nieva N 446, Urb. Luren, Ica Telephone: (056) Opening hours: M-F 08:30-16:30 JUNÍN Huancayo - Pasaje Comercial N 474, El Tambo, Huancayo Telephone: (064) Opening hours: M-F 08:30-16:30. LA LIBERTAD Trujillo - Santo Toribio de Mogrovejo No 518, Urb. San Andrés II Etapa, Trujillo Telephone: (044) Opening hours: M-F 08:30-16:30. LAMBAYEQUE Chiclayo Los Tumbos No 245, Urb. Santa Victoria, Chiclayo Telephone: (074) Opening hours: M-F 08:30-16:30. LIMA Y CALLAO - Jorge Chávez International Airport Av. Elmer Faucett s/n (In front of the domestic arrivals areas at Jorge Chávez Airport). Telephone: (01) , Opening hours: 24 / 7 23

25 - Gamarra Sebastián Barranca Nº 1646, Office 601 Los Mayoristas Shopping mall, La Victoria telephone: (01) Opening hours: 08:30-13:00 and 14:00-16:30 - Congress Building Bolivar square s/n, Lima Cercado. Telephone: (01) Ext Opening hours: 09:00-13:00 and 14:00-16:30 - Central Lima Sur Calle de la Prosa 104, San Borja. Telephone: Opening hours: M-F 08:30-16:30 LORETO Iquitos - Jr. Putumayo N 464, Iquitos Telephone: (065) Opening hours: M-F 08:30-16:30 MOQUEGUA Ilo - Jr. Pedro Flores 203, Ilo Telephone: (053) Opening hours: M-F 08:30-13:00 and 14:15 a 16:30 PIURA Piura - Av. Los Cocos # 268, Urbanización Club Grau, Piura Telephone: (073) Opening hours: M-F 08:30-16:30 PUNO Puno - Jr. Áncash N 146, Cercado, Puno Telephone: (051) Opening hours: L-V 08:30 a 16:30 SAN MARTÍN Tarapoto - Jr. Antonio Raymondi N 328, Tarapoto Telephone: (042) Opening hours: M-F 08:30-16:30 TACNA Tacna Av. Bolognesi Nº 91-93, Tacna Telephone: (052)

26 Opening hours: M-F 08:30-16:30 TUMBES Tumbes - Malecon III, Milenio 3rd. floor - Tumbes Telephone: (072) Opening hours: M-F 08:30-13:00 and 14:15-16:30 UCAYALI Pucallpa - Jr. Tarapaca N 746, Pucallpa Telephone: (061) Opening hours: M-F 08:30-13:00 and 14:15-16:30 As the information described above may be modified, it is requested to consider visiting the INDECOPI website national office listing section: List of telephone numbers in case of further information From any city in Peru, in case of emergency, you can call the following numbers: 105 Police emergency 116 Firefighters To call emergency numbers you do not need to enter prefixes Call from abroad to Peru 00 + Peru International Code + Regional Code + Telephone Number Example: If you want to call from abroad to number in Arequipa city you must dial: Call from one city to another within Peru: For cell phones calls from one city to another, you do not need to enter prefixes. In case of calls to landlines, do the following: 0 + Regional code + Telephone number Example: If you want to call from any Peruvian city to the number in Cusco city, you must dial: Regional Telephone Codes Amazonas 41 Áncash 43 Apurímac 83 Arequipa 54 25

27 Ayacucho 66 Cajamarca 76 Cusco 84 Huancavelica 67 Huanuco 62 Ica 56 Junín 64 La Libertad 44 Lambayeque 74 Lima y Callao 1 Loreto 65 Madre de Dios 82 Moquegua 53 Pasco 63 Piura 73 Puno 51 San Martín 42 Tacna 52 Tumbes 72 Ucayali 61 26