Information for passengers
All relevant information about the airline's initial stage.
Frequently asked questions Frequently
Here you'll find answers for your trip
How far in advance do I need to arrive at the airport, and what is the check-in deadline?
For our flights within Argentina, we recommend arriving 1.5 hours early so you can go through all security checks without rushing. If you’re traveling with checked baggage, children, special assistance, or any service that requires additional verification, we suggest allowing extra time.
Deadlines: In-person check-in at the airport closes 40 minutes before the scheduled departure time (with or without baggage check-in), and online check-in closes 4 hours before. Please note that once the flight has been closed, no new passengers or baggage will be accepted.
What does my carry-on and checked baggage allowance include?
Carry-on luggage: You may bring one personal item (backpack, small bag, or purse) measuring up to 30 × 10 × 40 cm and weighing no more than 6 kg, which must fit under the seat in front of you.
Carry-on / Baggage Valet: Due to the specifications of the CRJ-200 aircraft, certain carry-on items (maximum dimensions: 45 × 35 × 20 cm; maximum weight: 9 kg) may be checked as baggage via the curbside baggage service.
Checked Baggage: The allowance depends on the fare purchased. JOY’s standard allowance permits pieces weighing up to 20 kg and with a total external dimension of up to 158 cm (for safety reasons, no standard piece may exceed 32 kg).
How does online check-in work, and what should I do with my boarding pass?
You can complete this process online through the channels provided by JOY, as long as your reservation is confirmed and you accept the hazardous materials policy. Once the process is complete, you can save your boarding pass directly to your phone in digital format or bring a printed copy to present at the airport.
What are the requirements and necessary documents for traveling with minors?
Minors must travel with the appropriate documentation based on their age, destination, and who is accompanying them (ID card, passport, or birth certificate/marriage certificate to prove their relationship to their parents).
If you are traveling alone or with others: For travel to or from certain provinces (Salta, Jujuy, Catamarca, La Rioja, and Tucumán), PSA regulations require travel authorizations notarized by a notary public or justice of the peace.
Unaccompanied Minors (UMNR): This service is mandatory for children ages 5 to 11 traveling without an adult, and optional for passengers ages 12 to 15.
What are the travel requirements if I am pregnant or need special assistance?
Pregnancy: If your pregnancy is uncomplicated, you can travel without a medical certificate until the end of week 27. Starting in week 28, you must present medical documentation authorizing the trip. High-risk pregnancies require prior evaluation by MEDIF.
Special Assistance: If you need assistance at the airport (check-in, getting around, boarding, or deplaning), you must let us know when you make your reservation. Please note that the design of the CRJ-200 aircraft may result in certain operational limitations regarding specific types of assistance.
Exchanges and Returns
Can I make changes to my flight?
Whether you can change the date, time, or route of your trip will depend on the terms of the fare you purchased. There may be fare differences and/or fees depending on the terms of the reservation. If you decide not to travel, the ticket is nonrefundable, and you must notify us that you cannot travel at least 24 hours before the flight.
What happens to my electives when I make a change?
If you change the date or time of your flight, any optional services you’ve purchased (such as extra baggage or seat selection) may be reassigned to the new flight, subject to availability. If you have questions about special services or pets, we recommend that you contact our customer service center.
If I make a mistake when typing my name, what should I do?
Before completing your purchase, please verify that your first and last names match those on your travel document. If you notice an error, contact JOY before heading to the airport, as name changes cannot be made at the check-in counters.
Can I cancel my reservation?
If you decide not to travel, the ticket is nonrefundable. You may notify us that you are unable to travel up to 24 hours before the flight. In the event that JOY cancels or significantly changes a flight, available alternatives will be provided as appropriate.
Can I change my itinerary without paying a penalty?
The ability to change the date, time, or route will depend on the terms of the fare purchased. There may be fare differences and/or charges depending on the reservation, and a penalty fee may apply
What personal information will we ask you to provide?
For billing purposes, information such as a proof of purchase, CUIT/DNI may be required. Additionally, for the purchase and reservation process, we require your first and last names, which must match those on your travel document.
Luggage
What are the allowed dimensions and weight limits for luggage?
Personal item (backpack or small bag): Dimensions up to 30 × 10 × 40 cm and maximum weight of 6 kg (must be placed under the seat in front of you).
Carry-on: Maximum dimensions of 45 × 35 × 20 cm and maximum weight of 9 kg (checked as baggage via the valet service due to the characteristics of the CRJ-200 aircraft).
Standard checked baggage: Weight up to 20 kg per piece, and the sum of the external dimensions must not exceed 158 cm (no standard piece may exceed 32 kg)
How much do I have to pay for excess baggage?
Prices vary depending on the type of excess coverage and optional service. The current rates are:
Additional piece of luggage: $65,000
Excess weight: $50,000
Special baggage: $75,000
Pet Transport: $69,000
You can also view the exact costs and add additional baggage during the ticket purchase process or by managing your reservations.
Can I bring sports equipment?
Yes, you can bring certain sports equipment as long as it meets the packaging, weight, size, and safety requirements established by JOY, subject to available cargo space. We recommend that you check the current limits and rates when making your reservation
Can I bring musical instruments?
Yes, they can be transported based on their dimensions, weight, and type of packaging as checked baggage, special baggage, or by purchasing an additional seat when permitted by the applicable policy. Check the specific conditions and applicable rates before traveling.
Can I bring baby car seats on board?
You can check in a stroller for children up to 4 years old in accordance with the conditions established by JOY.
What items are prohibited in checked baggage?
Generally Prohibited: Explosives, gases, flammable liquids and solids, radioactive materials, corrosive substances, toxic or infectious substances, and other goods considered hazardous.
Checked baggage only: Certain sharp, pointed, and blunt objects.
Allowed only in carry-on luggage: Electronic devices, spare batteries, power banks, money, jewelry, and other items that, for safety reasons, must not be checked
My suitcase didn't arrive on time. What should I do?
You must contact JOY staff before leaving the airport to report the loss and begin the search, keeping your boarding pass and check-in receipt.
My luggage arrived damaged. What should I do?
You need to report this to the staff at the airport so they can document the condition of the item and tell you what to do next.
What should I do if I left something on board?
If the item was left behind in the airport’s public areas and not on board the aircraft, you should contact the Airport Security Police (PSA) at the corresponding airport directly. If you left it on board our CRJ-200 or in the JOY service areas, you can begin the search by filling out our Lost and Found Form.
What happens if I left an item at the airport (outside the plane)?
If the item was left behind on the airport premises and not on board the aircraft, you should contact the Airport Security Police (PSA) at the corresponding airport directly.
Are you traveling with oversized luggage?
Special items (such as sports equipment, musical instruments, televisions, and bulky items) are subject to specific acceptance conditions due to their size or weight. We recommend that you check the packing guidelines and availability before your flight.
How does the small bag or backpack work, and when is payment due?
Personal items (backpack, small bag, or purse) must measure up to 30 × 10 × 40 cm, weigh no more than 6 kg, and be placed under the seat in front of you.
I bought a carry-on bag—why wasn't I allowed to bring it on board?
Due to the characteristics of the CRJ-200 aircraft, certain types of carry-on luggage are safely transported in the cargo hold through our valet service.
Pets
Can I travel with my pet?
Yes, JOY allows dogs and cats to be transported under certain conditions and subject to availability. To travel in the cabin, the pet must remain inside a suitable carrier that can be placed under the seat in front of you for the entire flight. In addition, you must arrive at the airport at least 2 hours in advance. (Note: Specific details regarding fares and the maximum weight/exact dimensions of the carrier are pending confirmation in the system).
What documentation do I need to present at the airport to travel with my pet?
You must have the appropriate veterinary documentation certifying that the animal is in good health and meets the vaccination requirements. In the case of guide dogs or service animals, it is mandatory to present documentation certifying their training, health status, and vaccinations.
Can I travel with a guide dog or service animal?
Yes, JOY allows guide dogs and service animals that meet the applicable legal, health, and safety requirements. It is important that you let us know you will be traveling with a service animal when you make your reservation so that we can provide the necessary assistance.
What documentation is required to travel with a guide dog or service animal?
You must submit documentation proving the animal's training, as well as its health status and vaccinations.
Do you accept sedated animals or those that exhibit aggressive behavior?
No, animals that have been sedated, exhibit aggressive behavior, or do not meet the established safety requirements will not be accepted.
Can animals travel in the cargo hold?
The document specifies that pets must travel in the cabin (not in the cargo hold) and must remain inside an appropriate carrier under the front seat for the entire trip.
Seat Selection
How are seats assigned on the flight?
Each passenger will be assigned an individual seat for each leg of their trip, except for infants traveling on a parent's lap. Seat selection options and their cost will depend on the fare purchased and availability.
Who is allowed to sit in the seats located near the emergency exits?
For safety reasons, these seats may only be occupied by passengers who meet certain requirements: they must be at least 15 years old, understand the safety instructions, and be able to assist the flight crew in the event of an emergency.
Who is NOT allowed to sit in the emergency exit rows?
Passengers who require assistance during an evacuation, pregnant passengers, passengers traveling with children or pets, and passengers in other situations incompatible with the required duties may not occupy these seats. The flight crew may reassign the seat if these conditions are not met.
Can I purchase an additional seat if I need one?
Yes. If you need an additional seat for convenience, personal reasons, or to transport an authorized item, you must contact us before completing your purchase. This service is subject to availability and safety requirements. (Note: You cannot purchase an extra seat for pets).
Delays and Cancellations
How can I check the status of a flight?
In the event of an operational change, JOY will keep you informed through the available channels. It is important that you keep your reservation contact information up to date. (Note: Specific details regarding real-time online tracking tools are subject to confirmation by the digital platform.)
What happens if my flight is delayed or canceled?
In the event of an operational change, JOY will keep you informed and, depending on the duration and nature of the situation, may offer rescheduling options and assistance in accordance with current regulations. If your flight is canceled, our team will inform you of the available options to continue your trip or manage your reservation.
What happens if my flight is moved up?
Any significant operational changes are communicated through the booking contact channels.
If JOY changes or cancels my flight and I'm rebooked on the next flight, what happens to my optional add-ons?
If your flight is changed or canceled by the airline and you are rebooked, our team will inform you of the terms and conditions applicable to your optional services at the time we arrange your travel alternatives. (Note: Specific transfer policies are subject to final confirmation.)
What happens if I miss my flight?
We recommend that you always arrive with the required lead time and complete all procedures before the check-in and boarding deadlines. If you encounter any issues at the airport, please approach our staff for assistance regarding your options.
Travel Documents
What documents do I need to travel within Argentina?
For our domestic flights, Argentine passengers must present identification documents authorized by current regulations, including:
National ID Card
Passport
Digital ID available through the Mi Argentina app, when applicable.
What documents do foreign passengers need to travel?
Foreign passengers who purchase their tickets from abroad and travel on our domestic routes must present the required documentation based on their nationality and current immigration status.
My ID card/passport expires during the trip. What should I do?
The document does not specify a particular procedure for documents that have expired or are about to expire. We recommend that you always verify that your documents are valid and in good condition before heading to the airport.
What happens if I lose my ID or passport while traveling?
We recommend that you file a police report and contact JOY's customer service channels for guidance.
What documents do minors need to travel?
It will depend on who is traveling with them on the flight:
With both parents or just one: the minor's ID and birth certificate or marriage certificate to prove parentage.
With a third party: ID card and parental authorization notarized by a notary public or justice of the peace, stating the details of the responsible accompanying adult.
Traveling alone: National ID card and written parental authorization notarized by a notary public or justice of the peace.
Special Note: For flights to/from Salta, Jujuy, Catamarca, La Rioja, and Tucumán, the Airport Security Police (PSA) strictly requires the presentation of authorization notarized by a notary public or justice of the peace if you are traveling alone or with a third party.
Payment Methods
What payment methods are available?
You can purchase your tickets and additional services using the payment methods accepted by JOY.
How can I request a receipt or invoice for my purchase?
If you need a receipt for your purchase, you can request one using the information you provided during the checkout process.
What types of receipts are issued, and what are the deadlines or procedures for modifying billing information?
The file does not provide this information. Issues related to the type of receipt, validation with ARCA, the use of CUIT/DNI, deadlines, and the exact procedure for modifying data are currently pending internal confirmation and definition.
Children and Babies
What is considered an infant?
Any child under the age of 2 is considered an infant.
What are the recommendations for traveling with newborns?
For safety and well-being reasons, traveling with infants during their first 7 days of life is not recommended.
What are the travel requirements for infants regarding seating and adult accompaniment?
An adult may travel with an infant in their arms. A single adult will not be permitted to travel with two infants under 2 years of age held in their arms.
Can I use my own car seat for the baby?
Yes, if you prefer that the baby use his or her own car seat, you'll need to check the requirements for using an approved child restraint system in advance.
Can I bring a stroller for my child?
Yes, you can ship a stroller for children up to 4 years old in accordance with the conditions set by JOY.
How old must children be to enroll in the Unaccompanied Minor (UMNR) service?
Passengers between the ages of 5 and 11 traveling without an adult must sign up for the Unaccompanied Minor service.
For passengers ages 12 to 15, the service will be optional.
Does the flight crew provide personalized care, individual assistance, or help with personal belongings during the flight?
No. The crew does not assume any responsibility for individual custody, constant personal attention, or cleaning of objects, personal belongings, or clothing on board.
What are the responsibilities of adults when using the Unaccompanied Minor service?
The responsible adult must accompany the minor during check-in and remain at the airport until airport staff confirm the flight's departure. Additionally, the person authorized to pick up the child must arrive at the destination airport in advance and provide proof of identity.
What documents do minors generally need to travel?
Minors must travel with the appropriate documentation based on their age, destination, and accompanying adult. In certain cases, documentation proving the relationship with parents or legal guardians and/or a travel authorization may be required.
Traveling with both parents or with only one parent: You must present the identification documents of the traveling individuals and a birth certificate or marriage certificate to prove parentage.
Traveling with an accompanying adult (third party): You must present the identification documents of the travelers and parental authorization notarized by a notary public or justice of the peace, which must include the personal information of the responsible accompanying adult.
Traveling Alone: They must present identification and written parental authorization notarized by a notary public or justice of the peace.
Is there any specific documentation required for travel to or from Salta, Jujuy, Catamarca, La Rioja, and Tucumán?
Yes. Due to measures implemented by the Airport Security Police (PSA) to protect children and adolescents, passengers are required to present travel authorization granted by those exercising parental authority or holding a court order. In the event of total or partial noncompliance with these requirements, the passenger must go to the PSA offices at the airport, as the PSA is the only authority that can authorize or deny boarding.
How and how far in advance can I check in?
You can check in online through the digital channels provided by JOY or in person at the airport counters.
How far in advance do I need to arrive at the airport?
To ensure a smooth experience and complete all check-in procedures, we recommend arriving 1.5 hours early for our flights within Argentina. If you’re traveling with checked baggage, pets, children, special assistance, or any service that requires additional verification, we suggest allowing extra time.
What is the check-in cutoff time?
Airport check-in (flights within Argentina, with or without baggage check-in): Ends 40 minutes before the scheduled departure time. Once check-in has closed, no new passengers or baggage will be accepted.
Online check-in: Ends 4 hours before the scheduled departure time.
What should I do if I can't check in online or am having trouble with my boarding pass?
If you encounter any issues with the online check-in process, you can go directly to the passenger service counters at the airport during the designated hours to receive assistance from our staff.
When do I need to submit a medical certificate?
You must present an official medical certificate if your health condition requires special assistance, poses a risk during the flight, or involves specific circumstances that the airline must verify for operational safety reasons.
If I'm pregnant, what are the travel restrictions?
If your pregnancy is progressing without complications, you can travel with JOY, keeping the following in mind: Until the end of week 27, you do not need to present a medical certificate; starting in week 28, you must present medical documentation that specifically authorizes air travel. In cases of high-risk pregnancies, a prior medical evaluation through the MEDIF procedure will be required.
What should I do if I need to submit the MEDIF form due to a medical condition?
The MEDIF form must be completed by your treating physician and submitted for review by the designated medical team at least 30 days prior to your flight (with an estimated response time of up to 48 hours). It is important not to travel without receiving prior authorization when it is required. You can begin the process by completing our MEDIF form here
What should I keep in mind if I'm traveling with medications or medical supplies?
We recommend that you carry any medications you’ll need during the trip in your carry-on luggage. Certain medications, syringes, medical devices, or supplies may require additional documentation, and in the case of special medical equipment, you should check with the airline in advance.
What kind of special assistance is available at the airport and on board?
If you need assistance, you can let us know when you make your reservation. Our team will be able to assist you during check-in, baggage check-in, the walk to the gate, boarding, deplaning, and baggage claim. (Note: The design of the CRJ-200 aircraft may result in operational limitations for certain types of specific assistance).
What assistance is provided to passengers with visual or hearing impairments?
If you need additional assistance, you can request it when you make your reservation so that our staff can guide you and assist you during check-in, while navigating the airport, and during boarding and deplaning.
Are guide dogs and service animals allowed?
Yes, JOY allows guide dogs and service animals that meet the applicable legal, health, and safety requirements. You must notify us of this need at the time of booking and provide documentation verifying the animal’s training, health status, and up-to-date vaccinations.
