1.BEFORE FLIGHT

1.1.Which are the travel documents required for domestic and international flights?

Important information: It is responsibility of all passengers to be informed, obtain and present all the travel requirements established by every country authorities. Passengers must present ID, departure, transit and entry documents, visa and any other document required by the country of destination. The airline is NOT responsible for delays or denied boarding caused by non-compliance with the aforementioned.

1.2.What are the requirements and documents necessary for a minor to travel alone?

TAME EP offers our passengers the Unaccompanied and Young Passenger Service please check the information below to know the information and documents required:

1.3.Does the unaccompanied minor / young passenger service has any additional cost?

Yes, the service has an additional cost for each way of the ticket.

1.4.What does the special assistance for senior passenger includes, do I have to pay for it?

The service consists in senior passenger’s assistance at departing and arriving airports. Boarding priority.

To ask for a Wheel Chair Service please visit us at any of our Sales Points (For Sales Point addresses please check the link bellow:

https://www.tame.com.ec/index.php/es/contacto/ecuador ) or contact us through our call-center 1700-500-800 (calling from Ecuador) and 1800-430-2471 (calling from United States).

1.5.Does the special assistance service for senior passengers have any additional cost?

 Special Assistance Service for senior passengers does not have any additional cost.

1.6.On flights with connections, who assists senior passengers?

 Airline´s airport ground service staff

1.7.Can I change the name on a ticket I purchased?

Yes, you can ask for an ID number correction in your ticket only if the beneficiary name has no mistakes. You must pay for re-issue ticket transaction.

 1.8.Is it possible to change the identity number on a ticket I purchased?

Yes, you can ask for an ID number correction in your ticket only if the beneficiary name has no mistakes. You must pay for re-issue ticket transaction.

1.9.Are taxes and airport fees are included on the ticket price?

Yes. Taxes and airport fees are includen on ticket price.

1.10.What are Tame’s policies about hand luggage?

1.11 What are Tame’s luggage policies?

1.12.Is it possible to send packages without the custody of a passenger?

Yes, you can send your packages by Tame Cargo Service. Find our offices in Ecuador at the link below: https://www.tame.com.ec/index.php/es/contacto/tame-cargo

1.13.Can I carry perishable goods at my luggage?

Yes, you can, food must be properly packaged. Passengers must confirm that food will not produce any dripping or bad smell.

1.14.What are Tame’s policies for infant baggage?

Important information: Infants = passengers aged under 2 years.

1.15. If I am pregnant, can I travel by plane?

Yes, pregnant women are able to travel by plane. From 30^th week of pregnancy, passenger must present a Medical Certificate that must include the requirements listed below:

• Certificate must be signed by a Gynecologist (Gyneco-obstetrician)
• Certificate must indicate that the passenger is able to travel by plane
• Current pregnancy week
• Certificate must be issued maximum seven days before flight date
• Tentative date to give birth
• Important information: Tame EP does not accept pregnant passengers who are less than 21 days before probable date of birth

1.16.What are Tame’s counter check-in time policies?

We remind our passenger that they must present at the check-in counter at the airport at least:

1.17.What are the requirements to transport live animals as cargo?

Please contact us through the following email address: This email address is being protected from spambots. You need JavaScript enabled to view it. you must present the following information:

• Route
• Flight date
• Animal kind
• Breed
• Animal age
• Animal health certificate
• Vaccine certificate
• Owner contact information

Important information:

• The mail will be sent in order to confirm and coordinate the flight and date required with Tame Cargo area. Not all aircrafts in our fleet are enable to transport life animals as cargo.
• Animals must travel in air transport suitable cages, if you do not have one, TAME EP will provide it, charging an additional value for rent.
• It is important that the person responsible of picking up the animal from the arrival airport, to pick up the animal immediately after the arrival of the flight.

1.18.What are policies to travel with a pet in the passenger’s cabin?

Passenger must present the following requirements:

• To confirm availability ask for the service with at least 48 hours
• Cats and dogs must be at least 8 weeks old. Flights from and to United States, regulations indicate that animals must be at least 4 months old
• Pets weight (maximum 7 kg including cage)
• The cage or container (hard or soft) must be adequate, consistent with ventilation and waterproof bottom. The passenger must own the container. In case that the container does not have the minimum acceptance conditions, pet travel will be rejected
• The cage or container must not exceed the following dimensions: 23 inches (length) x 16 inches (width) x 9 inches (depth)
• Current vaccinate certificate is mandatory
• Pet’s Health certificate

1.19.Where can I check the immigration and/or health requirements to enter to a country as a final destination or in transit?

At the Embassy of the country of destination or transit.

1.20.Which are the payment method available in Tame EP?

• Cash
• Credit Card
• Confirmed Wire transfer
• Certified check

1.21.I have a problem at the website, how can I report it?

If you are presenting problems at our website, please contact our Web support team through the email address This email address is being protected from spambots. You need JavaScript enabled to view it.

1.22.I am traveling with a group of people; may I apply for any discount?

If you are traveling with a group of ten or more people, you will be able to ask for a special fare. Please contact us through the email address: This email address is being protected from spambots. You need JavaScript enabled to view it. for further information.

1.23.Where can I buy TAME EP tickets?

You can buy tickets through any of the following contact points:

1.24.Does senior passengers, children, infants, handicapped or Galapagos’ residents have any fare discount?

Each passenger will apply to discounts according to law.

1.25. Where can I leave and pick up packages?

Find our offices in Ecuador at the link below: https://www.tame.com.ec/index.php/es/contacto/tame-cargo

1.26. Where can I find the invoice number?

The invoice number corresponds to the ticket number.

1.27. How can I ask for a special meal for my flight?

You can ask for a special meal service at every flight in which Tame EP provides the service. If you have any special request, please ask for it at the time of purchase of your ticket.

1.28. Are there any kind of objects that I cannot carry at my luggage?

TAME EP taking care of safety on board of our passengers does not allow the transportation of some elements that due to its composition can generate risk circumstances on board at your hand luggage and checked luggage. For further information, please check the link below: https://www.tame.com.ec/index.php/es/mi-viaje/equipaje

2. AT THE AIRPORT

2.1.What can I do if I present late at the check-in counter at the airport?

You should review your ticket’s fare regulations. If the regulations admit changes, you should check for availability in other flight (time and/or date).

Important information:

Tame EP closes check-in for domestic flights 30 minutes before the time of departure. At international flights, the check-in closing time is 1 hour before departing time.

2.2.My flight is late, where can I ask for information about the delay?

Tame’s airport ground staff will inform our passengers regarding the status of the flight.

2.3.What should I do when my hand luggage is removed at the boarding gate or airplane?

You should keep the manual ticket that will delivered by our airport ground staff. You must remove valuables and important documents.

2.4. If I am traveling with a service or emotional support animal, which are the requirements I must present.

You must present a Psychologist or Psychiatrist medical certificate, that certifies passenger’s disability and the dog or cat is necessary. You must present the information listed below:

• Medical diagnosis
• Passenger’s and doctor’s complete name (name, middle name and last mane)
• Doctor’s or Medical Center contact information
• Doctor’s signature and medical ID
• The certificate must be the original document and its validity cannot be more than one year from the departing date of the flight
• Animal current health certificates
• Animals must be located under the seat in front of you or at the seats next to the fuselage.
• If they do not fit under the seats because of the size, they will travel on the passenger’s lap. You are not allow to feed animals on board
• Service or emotional support animals transportation has no additional cost

2.5. I use Wheel chair; can I travel by plane using my own Wheel chair?

Yes, you can travel with your own Wheel chair, please inform about you Wheel chair at the time of purchase of your ticket. At the check-in counter at the airport, you should inform our ground staff, about the wheel chair kind you are using and the assistance required.

Important information:

You can travel alone, if you are able to move by yourself and if you can take care of you needs.

If you are not able to move by yourself and if you can take care of you needs you must travel accompanied.

2.6.How can I do the check-in process at your web site?

You can do your web check-in through our web site: www.tame.com.ec, you can use you ID number or ticket number. Please check terms and conditions at: https://www.tame.com.ec/index.php/es/

2.7. In case of flight cancellation due to airline’s operational reason, what are Tame refund policies?

3. ON BOARD

3.1.On which flights does Tame EP offer meal service?

TAME EP provides meal services on flights arriving and departing from Fort Lauderdale.

3.2.Why I am not able to use my mobile during the flight?

Due to safety reasons, you are not allow to use cellphone and any other electronic device on board.

3.3.Are there any special requirements to use a seat located at an emergency exit?

Passengers seated at emergency exists must meet the following requirements:

• At least 15 years old
• Be capable of and strong enough in both arms and legs in order to remove obstacles, and quickly reach and operate the emergency exist mechanism and assist other passengers to evacuate the aircraft
• Be able to hear, see and understand cabin crew members instructions
• Travel without any passenger who need special assistance, children or infants
• Passengers who present and special condition that will not allow you perform this activity o that may injure you

4. AFTER FLIGHT

4.1.What is the validity of my ticket?

It depends on the ticket fare regulations. For further information, please contact us through our call center 1700-500-800 (Ecuador) 1800-430-2471 (United States).

4.2.Does the airline have any responsibility about transported items at baggage?

User’s Guide - DGAC: “You should not carry any valuables or personal documents in you checked baggage (cash, checks, jewelry, electronics, cameras, negotiable papers and other valuables), because in case of damage, theft or loss thereof, the airline will not be liable for any of these items, unless, before starting the flight, you have filed a statement of its value and purchased the corresponding insurance ”

4.3.What are the baggage tickets and why are they important?

Baggage tickets are the record where your baggage information is reflected. It contains information about route, passenger name, locator code, date and weight of your luggage.

In case of any baggage loose, the baggage code will help to track the luggage. The baggage ticket will be the only valid document in case of any claim.

4.4.What is the time to present a luggage claim?

You must present your claim immediately, before leaving the arrival area at the airport. Airline’s airport staff must check information about your claim and luggage (weight) and further information related to your claim.

4.5.How can I present a complaint or claim for a service or any luggage inconvenience?

Tame EP has a Customer Service System at web site www.tame.com.ec , where you will be able to register your claim, complaint or congratulation. Customer Service Agents will contact you as soon as possible in accordance to aeronautic regulations and airline’s policies.

If you want to register a claim, please click at the following link: https://servicioalcliente.tame.com.ec/seguimientocaso/