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Frequently Asked Questions

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icon covid COVID-19

What actions are being taken to protect travelers from COVID-19?

The entire OWG team takes these measures very seriously. Our top priority is your safety, and we are doing everything possible to protect our travelers . We are monitoring the situation very closely and are keeping up to date with all the regulatory equipment. We also utilize the latest personal protection gear and have stronger cleaning protocols to ensure the safest possible travel experience to the travelers and the crew.

Learn more about our COVID policies and preparedness initiatives here.

icon support Support

What are the steps to book a flight?

To book a flight or an all-inclusive in Los Cabos, you can do it through our website, by clicking here, or by phone by clicking here.

Regarding the booking of your trip to Cuba (flight and accommodation), you can do it with Hola Sun or Caribe Sol on their respective websites. If you have any questions about your reservation for Cuba, we invite you to click here.

Can I transfer my trip?

It is possible to transfer your reservation to Los Cabos up to 7 days before your departure, to do so, we invite you to contact us by phone by clicking here.

If you have any questions about your reservation for Cuba, we invite you to click here.

How can I contact your customer service for travel related questions or comments?

We are always happy to listen to our travelers. Please contact us here if you have any questions about OWG and Los Cabos.

If you have any questions about your Cuba reservation, please click here.

What if I need to cancel my reservation?

When it comes to your trip and/or flight to Los Cabos, we understand that life is made up of unforeseen events, which is why we have a flexibility policy that allows you to cancel your reservation up to 50 days prior to your departure. Please note that deposits are non-refundable.

If you need to cancel your reservation to Los Cabos, we invite you to contact us by phone by clicking here.

If you have any questions about your reservation to Cuba, please click here.

What if I need to change my travel dates?

When it comes to your trip and/or flight to Los Cabos, we understand that life is made up of unforeseen events, which is why we have established a flexibility policy that allows you to change your reservation up to 50 days prior to your departure, subject to availability.

If you need to change your reservation to Los Cabos, we invite you to contact us by phone by clicking here.

If you have any questions about your reservation to Cuba, we invite you to click here.

icon avion My Flight

Once I get to the airport, how will I know where to find my flight?

You will find this information in the printed booking documents, or in the electronic documents.

The departure gate number is assigned a few hours prior to departure. The flight information screens at the airport will display this information.

Do I need to reconfirm my flight reservation?

Once you have completed your booking and payment, your flight is considered confirmed. However, you will need to check in for your flight. We offer the option of checking in online as early as 24 hours prior to departure. If you do so, you will receive your boarding pass electronically. We also offer in-person check-in at our airport counters, beginning 3 hours prior to departure.

Please note that you are responsible for monitoring flight times and getting informed about possible delays in the 24 hours prior to your scheduled departure time. We recommend that you continually monitor flight times in case any changes should arise.

Do you offer text or email notifications if my flight schedule changes?

The flight information will be available online on our Flight Status page.

You can also opt to receive flight updates through email or SMS notifications upon online check-in.

Alternatively, you can visit the website of the airport where your flight is leaving from.

How can I check my flight updates?

The flight information will be available online on our Flight Status page. We recommend that you check your flight information online periodically to make sure you are aware of any schedule changes as soon as possible.

You can also opt to receive flight updates through email or SMS notifications upon online check-in.

Alternatively, you can visit the website of the airport where your flight is leaving from.

Can I check-in online?

Yes, you can check-in 24 hours prior to your scheduled departure time.

Click here to check-in

At what point should I check in for my flight?

If you choose to check in online, you can do so as of 24 hours before your flight.

We also offer in-person check-in at our airport counters, as of 3 hours prior to the scheduled flight departure time.

Which documents do I need for my trip?

All travelers to foreign countries, including children, must travel with a valid passport. Countries have different entry requirements and some require a visa. You can contact the local consulate or embassy of the country you wish to travel to in order to find out their specific requirements.

It is your responsibility as a traveler to ensure that you are in possession of all the required documentation needed to complete your travel to and from your destination.

We also ask you to have in your possession your reservation document.

icon baggage Baggage

What do I do if my baggage is delayed, lost or damaged, or if I lost any items?

Our commitment to travelers is to always do our best to ensure safe and timely arrival of baggage.

Despite our best efforts and careful planning, sometimes things don’t go as expected. We understand how inconvenient this may be for you and will try to help you in any way possible.

If your baggage has been delayed, lost or damaged, or if you have lost any items, please click here for all necessary information.

Is it possible to send cargo on a flight?

No, it is not. OWG only transports checked baggage and goods. These items must be checked under the name of a traveler traveling on the same flight, and can not be sent to another destination. Please click here for more information.

Is it possible to bring a TV screen as my checked baggage?

OWG does not accept certain items as checked baggage :

  1. Any item that is illegal to transport according to the applicable laws, regulations, or orders of any country to be flown to, from, as well as over.
  2. Any item that could potentially endanger the persons or property on board the aircraft, or the aircraft itself. Please refer to the International Civil Aviation Organization’s (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air document and the International Air Transport Association (IATA) Dangerous Goods Regulations for a comprehensive list of items.
  3. Any item that we judge unsuitable for transport due to its weight, size, perishability or nature(e.g. the fragility of a TV screen).
Which items are prohibited to bring onboard the aircraft?

Certain items are not allowed past the security checkpoint. These banned items include, but are not limited to the following:

  • Deadly weapons
  • Mercury
  • Certain liquids that could pose a threat.
  • Etc

For the complete list of non-permitted items, please click here.

Which sports equipment counts as checked baggage?

A suitcase might not be the only thing you want to bring with you. We know that travelers have different needs but space might be limited. Therefore, we only allow one free of charge sports item per traveler under certain conditions.

Click here to see our Sporting Goods policy

Sports equipment must be placed in a bag or case that respects our check-in baggage standards. A bag or case that doesn’t meets these standards will be considered as overweight or oversized and fees will apply.

The acceptance of sport equipment is subject to available space in the aircraft. It will be accepted on a first come, first served basis. We strongly suggest that if you have extra baggage, you show up very early for your flight. Click here to see our Sporting Goods policy

Click here to see the policies regarding Sporting goods for travel to Cuba

What is your overweight baggage policy?

For checked baggage, the maximum allowance is 23 kg (50 lbs) total weight per bag. For carry-on items, the maximum allowance is 9 kg (20 lbs) total weight per bag.

Should your baggage exceed these maximum allowances, it is considered to be overweight and is subject to the $75 CAD flat fee (for each baggage exceeding the allowance).

Please note that extra, overweight and special baggage may be space or weight restricted. It will be accepted on a first come, first served basis. We strongly suggest that if you have extra baggage, you show up very early for your flight

What type of payment do you accept for overweight or extra baggage at the airport?

At the airport, baggage fees can only be paid using one of the major credit cards (Visa or Mastercard). Please note that we do not accept cash payments.

Can I pre-purchase additional baggage online?

For your trip to Los Cabos, additional luggage can be purchased at the airport, fees will apply.

Please note that extra, overweight, oversized and special luggage may be subject to space or weight restrictions. They will be accepted on a first come, first served basis. If you have extra luggage, we strongly advise you to check in early.

For your trip to Cuba, it will be possible to do so, but only at the time of booking your trip. To purchase your extra baggage allowance, please visit www.holasunholidays.ca / www.caribesol.ca or contact your travel agent.

What is OWG’s baggage allowance?

To learn more about the checked baggage allowance, please click here.

To learn more about the carry-on baggage allowance, please click here.

icon chaise Seat

What type of services are available for unaccompanied minors?

We accept unaccompanied minors aged 12 to 17 years. OWG can provide a chaperone service. You can click here for more details.

What is the seat pitch? Do you have seats with extra leg room?

The seat pitch ranges, on average, between 73 cm and 76 cm (29 in. and 30 in.).

 

What size are your seat belts?

Our standard seat belts measure 100 cm (approx. 40 in.). For your comfort, we offer seat belt extenders on board. Simply ask one of our flight attendants and they will be glad to help.

Do you offer advanced seat selection?

For your flight to Los Cabos, it will be possible to reserve your seats when you check in.

For your flight to Cuba, we invite you to click here.

icon handicape Special services

What type of services are available for unaccompanied minors?

We accept unaccompanied minors aged 12 to 17 years. OWG can provide a chaperone service. You can click here for more details.

What are the regulations for pregnant travelers?

Expectant mothers who are 36 weeks into their pregnancy or more will not be permitted to travel with us. Expectant mothers, with a complication free pregnancy, who are less than 36 weeks pregnant (or more than 4 weeks away from their expected due date) can travel with us, as long as they provide a valid medical certificate that was issued less than 72 hours prior to departure.

Can I travel with my pet?

OWG will accept traveling with domesticated pets  such as dogs, cats and birds. These pets can travel inside the traveler cabin, but they have to stay in a soft-sided animal transport bag at all times. Hard-sided carriers,  cages or cardboard boxes are not accepted in the traveler cabin. Please note that the soft-sided transportation bags will be counted as a personal item.

Please refer to the guidelines here

OWG reserves the right to refuse boarding if the criteria above is not met, if the animal is showing signs of sickness or if it has a noticeable foul smell. In certain cases, they may be accepted as cargo.

NB: Rabbits, hamsters, rats, mice, iguanas, spiders, snakes and guinea pigs are not accepted.

We do not carry animals in the cargo compartment, therefore, if your pet does not meet these guidelines, we cannot transport your companion.

Click here to learn more about our Service Animal policy.

What type of assistance do you offer to travelers with disabilities?

We cater to travelers with various disabilities. Please click here for a comprehensive list of the services we offer. 

Should you require special assistance, we recommend that you notify us as soon as possible so that we can arrange accommodations. This way we can ensure a swift response without delay.

Do I have to pay any extra fees if I need to bring a walker or a cane onboard?

No, you do not. Mobility aids are accepted at no extra charge. This is in addition to your baggage allowance.

The following mobility aids are accepted: 

  1. Electric wheelchairs
  2. Scooters
  3. Manually operated rigid-frame wheelchairs
  4. Manually operated folding wheelchairs
  5. Walkers and canes
  6. Splints
  7. Braces
  8. Any device that assists in communication
  9. Any prosthesis or medical device
NB : Wet or dry cell batteries are accepted. Click here to see the regulations.

If there is enough space in the traveler cabin, OWG will allow the traveler to store a manually operated folding wheelchair and small mobility aids, at no extra charge.

What are the regulations for traveling with an infant that is under 2 years old?

Please read the list below for guidelines: 

  1. Infants under the age of two at the time of departure can be lap-held by an adult (18 years or older) and do not require their own seat.
  2. Excluding travel within Canada and between Canada and the United states, you will be required to purchase a ticket for the infant.
  3. Only one infant can be lap-held by an accompanying adult aged 18 years or older.
  4. An accompanying adult can only be responsible for one infant (lap-held or not).
  5. To be considered an infant, the child must be under 2 years of age at the time of boarding. If the child reaches their second birthday before the return flight, they are no longer considered an infant, and will require a purchased seat at the regular fare.
  6. You have the option of purchasing a seat for the infant under 2 years of age. OWG requires, but does not supply, an adequate child restraint device approved by Transport Canada or United States Federal Aviation Administration (FAA).

icon bar Inflight

Are there any food or drinks served on board?

We are pleased to announce that for your flight from Los Cabos, regardless of the duration of your flight, OWG offers you a free meal service in its High Love formula. Depending on the season, we offer a selection of different dishes that will satisfy all tastes and needs, all free of charge.

Our flight attendants also offer you a bar service at high altitude. You can enjoy the alcoholic beverage of your choice with a magnificent view of the world.

Click here to find out more.

For your flight to Cuba, we invite you to click here to view your in-flight menu options.

Will my seat have a power outlet or wifi?

At this time, our aircraft are not equipped with passenger power outlets or Internet access. However, we have developed several in-flight entertainment options that will surprise you.

What are the inflight entertainment options?

For your flight to Los Cabos, we are happy to inform you that we have put together some HIGH LOVE options for you! We will be happy to surprise you with this one on board!

For your flight to Cuba, we invite you to click here to view your in-flight entertainment options.

icon étoile Upgrade

Do you offer a loyalty program?

We do not have a loyalty program at this time.

Do you have any in-flight upgrade packages?

For your flight to Los Cabos, since all of our travelers are exceptional, we have set up a superior treatment package for all, so it is not possible to book an upgrade.

For any questions regarding your current or future reservation for your flight or package to Cuba.

Click here

You have questions?

Contact us today!

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